Customer Success Associate

The Customer Success Associate at OPEXUS Casepoint is part of our Customer Success team, which ensures our 300 federal/state/local government clients are delighted with their solutions and services, realizing value and achieving desired business outcomes. Customer Success Associates (CSAs) are critical advocates responsible for guiding clients after the deal closes and shaping exceptional experiences throughout their lifecycle. CSAs develop, deliver, and drive best practices for OPEXUS Casepoint products to proactively cultivate adoption behaviors, subscription renewals, and expansion opportunities. Ideal candidates have Customer Success skills, are SaaS savvy, and bring the ability to thrive in a high-impact organization. 

General:

• Support Customer Success goals to identify, document, and deliver desired client business outcomes in a Success Plan  
• Monitor account metrics to ensure the satisfaction and success of your client portfolio as measured via NPS and retention rates 
• Respond to customer inquiries and provide technical support to build partnerships with client stakeholders at the executive, technical, and administrative levels  
• With guidance from senior Customer Success team members, produce and deliver regular account reviews, health checks, and business reviews to demonstrate ROI, achieved business outcomes and recommendations  
• Strengthen adoption of OPEXUS Casepoint products by delivering data-driven insights coupled with industry and Customer Success best practices  
• Support Customer Success goals to secure subscription renewals and support expansion opportunities by identifying account-based intelligence 
• Serve as an advocate by working with Sales, Product, and Marketing to relentlessly represent the voice of the customer 
• Develop the ability to engage portfolio through creative and impactful one to one & one to many outreaches 
• Foster an inclusive culture and promote diversity of thought internally and externally 
• Contribute to team and corporate projects and initiatives to promote continuous improvement 

Required Skills:

• Support Customer Success goals to identify, document, and deliver desired client business outcomes in a Success Plan  
• Monitor account metrics to ensure the satisfaction and success of your client portfolio as measured via NPS and retention rates 
• Respond to customer inquiries and provide technical support to build partnerships with client stakeholders at the executive, technical, and administrative levels  
• With guidance from senior Customer Success team members, produce and deliver regular account reviews, health checks, and business reviews to demonstrate ROI, achieved business outcomes and recommendations  
• Strengthen adoption of OPEXUS Casepoint products by delivering data-driven insights coupled with industry and Customer Success best practices  
• Support Customer Success goals to secure subscription renewals and support expansion opportunities by identifying account-based intelligence 
• Serve as an advocate by working with Sales, Product, and Marketing to relentlessly represent the voice of the customer 
• Develop the ability to engage portfolio through creative and impactful one to one & one to many outreaches 
• Foster an inclusive culture and promote diversity of thought internally and externally 
• Contribute to team and corporate projects and initiatives to promote continuous improvement 
• Develop your craft by staying current with OPEXUS Casepoint product knowledge, Customer Success best practices, and industry and vertical trends

About OPEXUS

Get government unstuck with OPEXUS Casepoint. We believe the professionals who keep democracy running expect and deserve exceptional technology experiences. With more than 30 years of experience supporting public institutions, OPEXUS Casepoint is the leader in FedRAMP-certified government process management software, bringing operational excellence to governments’ middle office so agencies can focus on the critical work of mission delivery.

Our customers and employees share the desire to make a positive impact on society and leave a legacy. Our location in the heart of Washington, D.C. enables our team to work hand-in-hand with our customer community to deliver built-for-government software applications that users love.

If you are a talented, entrepreneurial candidate with an interest in driving growth, then we want to talk with you. We offer countless opportunities for our employees to stretch and take on new challenges in their careers.

OPEXUS Casepoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

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