*This post was created on behalf of one of Bravado’s clients.
Our client is privately-held SaaS startup is transforming how local governments serve their communities by delivering AI-powered solutions — including AI Search, AI Chat, and Voice AI — tailored for municipalities across the country. Their technology helps provide millions of citizens with round-the-clock access to essential public services.
With a lean team of 40 employees and backed by $28 million in Series A funding, the company was recently recognized as a 2025 GovTech 100 honoree. It’s led by a visionary CEO who was named to the "Who’s Who in Emerging Tech" by City & State New York, underscoring the company's influence at the intersection of AI innovation and public service.
Location: United State of America
Key Responsibilities:
- Guide new clients through the onboarding process, ensuring smooth implementation and early adoption of the product or service.
- Educate customers on product features and best practices to maximize value and engagement over time.
- Develop trusted, long-term relationships with key stakeholders, becoming their go-to partner for strategic success.
- Represent the customer’s voice internally, sharing feedback with Product, Engineering, and Sales teams to influence roadmap and improvements.
- Use tools and data to track usage, satisfaction, and risk indicators to proactively prevent churn and ensure continued success.
- Help customers achieve their business goals by aligning product use with desired outcomes and advising on optimization strategies.
- Ensure customer concerns are addressed promptly by working with internal support or technical teams, and following up to ensure resolution.
- Run regular meetings to discuss progress, KPIs, upcoming goals, and opportunities to expand usage or improve results.
- Work closely with Sales to spot and act on opportunities to grow customer accounts through additional features, licenses, or services.
- Drive high renewal rates and maintain excellent customer satisfaction scores (e.g., NPS, CSAT), contributing to long-term business success.
Minimum Qualifications:
- In Business, Communications, Marketing, or a related field (or equivalent practical experience)
- Ideally in Customer Success, Account Management, Client Services, or SaaS onboarding
- Strong written and verbal communication, with the ability to convey complex ideas clearly
- Proven track record of building trust and rapport with diverse stakeholders or clients
- Ability to learn, understand, and explain software products; experience with CRM, SaaS platforms, or product analytics tools is a plus
- Capable of identifying issues, proposing solutions, and driving them to resolution
- Able to manage onboarding timelines, deliverables, and multiple accounts simultaneously
- A genuine desire to help clients succeed and deliver value through long-term partnerships
- Familiarity with platforms like Salesforce, HubSpot, Gainsight, Zendesk, or similar
- Comfortable working cross-functionally with Sales, Product, Support, and Implementation teams in a fast-paced environment
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