Customer Success Manager at GovEagle in New York City, NY

ABOUT GOVEAGLE GovEagle helps government contractors use AI to respond to RFPs faster and more accurately. We're a fast-growing, well-capitalized startup backed by top investors, building tools that automate proposal writing, compliance reviews, and content reuse across SharePoint and Microsoft 365. Our customers include leading defense primes, government services firms, and federal contractors. As we scale, we're growing our Customer Success team to deliver an exceptional experience to every customer. THE ROLE You'll join our Customer Success team and partner closely with our existing CSM to support our growing roster of defense and government contractor customers. The role is built around two things: being the fastest, most reliable point of contact when customers need help, and owning the recurring delivery work (training, education content, onboarding execution) that helps customers get full value from GovEagle. If you keep chat tools open as your primary work surface, take pride in fast response times, and get energy from helping customers solve problems in real time, this role is for you. WHAT YOU'LL DO - Own first-response on customer inbound across Teams and email, with a target of acknowledging messages within 15 minutes during business hours - Resolve Tier 1 troubleshooting (under 2 hours) and Tier 2 investigation work (same business day) - Escalate engineering issues with proper reproduction steps, and keep customers updated until handoff - Lead training sessions for new customers (onboarding) and existing customers (new features and "what's new" walkthroughs) - Host weekly office hours during pilot periods to support customers as they ramp - Build and maintain our customer education content layer: release notes, training videos, knowledge base articles, and a monthly "what's new" digest - Execute the operational mechanics of customer onboarding, including SharePoint integration setup, IT team coordination, and user provisioning - Back up the lead CSM on kickoff calls when scheduling conflicts arise - Monitor customer usage data and surface health signals so the team can act on risks proactively - Channel customer feedback patterns and inbound trends to product and engineering WHAT SUCCESS LOOKS LIKE - Customers consistently get fast, helpful responses to inbound questions, with most resolved without engineering involvement - New customers complete training and reach pilot success criteria on time - Long-time customers know what's new in the product because we have a working release communications cadence - Our knowledge base covers the most common customer questions, reducing repeat inbound over time - The lead CSM has more time for strategic account work because you're owning the delivery layer WHO YOU ARE - 2 to 4 years of experience in Customer Success, Account Management, Implementation, or Customer Support at a SaaS company - Tech-savvy and confident navigating new tools, with Microsoft 365 and SharePoint experience strongly preferred - Fast and disciplined on chat-based communication. You keep Teams or Slack open as your primary work surface and take pride in quick, helpful responses - Hungry, proactive, and comfortable being thrown into unfamiliar technical situations - Strong communicator who can translate product features into clear value for non-technical users - Detail-oriented and organized, comfortable owning recurring delivery work (training, content, documentation) - Familiarity with government contracting, defense, or GovTech is a bonus, not a requirement WHY JOIN US We're a YC-backed (W23) startup that's well-capitalized and growing roughly 50% quarter over quarter. Our product is good enough that we average 3 to 4 inbound customer referrals every week, which tells you more about how customers feel about us than any pitch we could write. Our customers include Raft, MAG Aerospace, Command Holdings, and several of the top 10 government contractors. The problems we're solving (faster, better proposals on shorter timelines) directly affect how the federal government buys technology and services, which is work that matters. You'd partner directly with the founders and engineering team, have real ownership over how we serve our customers, and grow alongside a small, high-trust team. For a CSM 2 to 4 years into their career, this is a chance to learn at the speed of a Series A startup while working with enterprise-grade customers most people don't get to touch until much later. LOCATION We have a strong preference for candidates who can work in person at our NYC HQ. We're also open to remote candidates based in the DC area, given how many of our customers are concentrated there. COMPENSATION AND BENEFITS - Competitive salary - Early equity - Health, dental, and vision coverage - Generous paid time off [https://app.ashbyhq.com/api/images/user-content/3f735f54-3b32-49ba-b250-b844f7fe7eb9/b2a1c229-5268-4866-ac1f-436b52f95286/company.png]