About Govly

Govly is building the market network for B2G procurement—where government prime contractors, manufacturers, resellers, and distributors collaborate on opportunities to sell to the government. This network brings transparency, consistency, and communication to the complex world of government contracts.

WHY WE WORK

We believe that creating a simple, transparent, and competitive public procurement system is critical to public sector efficacy and societal advancement.

OUR GUIDEPOSTS

• Everything is possible
• Prioritize action
• Talk to users
• Move fast
• Be kind
• Build things that people love

THE ROLE

At its core, the VP of Customer Success role at Govly is our first dedicated customer success executive hire. We’re looking for someone who wants to execute and own the strategy. Someone who’s going to bring a new perspective on all parts of our GTM engine. We’re coming off a period of rapid growth with a strong product-market fit, and we’re now looking to formalize and scale how we deliver value to our customers across both commercial and federal markets.

You’ll lead the strategy and execution of our customer success motion, improving retention, onboarding, and expansion across a fast-growing base of public sector technology companies. You’ll build the foundation for a world-class CS organization—driving outcomes for our customers and revenue growth for Govly.

You’ll report to the COO and collaborate closely with our CEO, Product, and Sales + Marketing leadership. Your core responsibilities will include:

Execution & Strategy

• Own and evolve the full customer journey—from onboarding to renewal to expansion
• Design a tiered customer engagement model (high-touch, low-touch, tech-touch)
• Build playbooks for onboarding, adoption, and QBRs
• Implement clear customer health scoring and feedback loops to Product
• Own the largest accounts and ensure their success

Expansion & Revenue Growth

• Partner with Sales to define and operationalize a repeatable account expansion motion
• Enable CSMs to identify and drive growth within existing accounts
• Ensure strong GRR and growing NRR benchmarks

Team & Process Building

• Scale the CS team (currently 2 CSMs) and set a clear team vision and operating model
• Introduce process rigor, tools, and automation to support a lean, high-output team
• Build systems for success using Salesforce, Intercom, and foundation models

Innovation & Scale

• Leverage AI and automation to build a modern CS organization
• Drive efficiencies in how we engage customers, handle support, and gather insights
• Be a key partner in how Govly defines its public sector experience at scale

TO BE SUCCESSFUL IN THIS ROLE, YOU’LL NEED:

• Proven experience scaling CS from $4M ARR to $20M+ at a SaaS company
• Tech innovator mindset - always looking for ways to leverage the latest technologies
• Track record of building or significantly transforming a CS function
• Experience managing and motivating remote teams
• Strong understanding of post-sales lifecycle, renewals, and expansion mechanics
• Operational mindset—you bring rigor to systems, metrics, and feedback loops
• A passion for solving customer problems, deeply engaging with users, and delivering value
• Familiarity with (or interest in learning) the world of government contracting
• Comfort working cross-functionally with Sales, Product, and Executives

WHAT YOU’LL BRING TO THE TEAM (required qualifications)

• US Citizen
• 8–10+ years of experience in Customer Success or a post-sales leadership role
• 5+ years leading CS teams in B2B SaaS, ideally at an early-stage company
• Experience owning GRR, NRR, and customer satisfaction metrics
• A track record of hiring, mentoring, and scaling distributed CS teams
• Bachelor’s degree or equivalent combination of education and experience

SALARY AND BENEFITS (DOE)

• Base salary ~$235K + performance bonus + Stock Options
• Benefits: healthcare, dental, vision, life insurance
• 4 weeks PTO
• 100% remote
• Home office stipend