Client Success Operations Analyst

About ClearGov

Our mission is to create easy-to-use software to help local governments plan, budget and report better. ClearGov is a rapidly growing, venture-funded SaaS company that offers a complete planning, budgeting and financial reporting suite that enables local governments to plan, build, and present their financials more efficiently and effectively. We’re a mission-driven company that envisions a world where modern software enables every local government to best serve and improve its community.

Our software is utilized nationwide by more than a thousand towns, cities, school districts, and other local agencies who are part of the ClearGov community, and we’re adding more every day. We’ve been named to the “GovTech 100” for eight years running, and we’re on BostInno’s “50 On Fire” list, as well. ClearGov also earned a place on the Inc. 5000 list of America’s Fastest Growing Companies for four consecutive years: 2021, 2022, 2023 and 2024.

The ClearGov team is a tight-knit group of talented folks who are passionate about our mission and committed to building a positive, productive company culture. We believe in a work-hard/play-hard environment, and every day, we strive to get better at our work, all while being considerate, trustworthy, and transparent in everything we do.

Core Values

• Be Clear: We strive to be open in all that we do because we believe that transparency is the foundation upon which all meaningful relationships are built.
• Be Trustworthy: We always act with integrity and keep our word because we believe that honest people are authentic, consistent, and dependable and that those traits form the cornerstone for success and well-being.
• Be Considerate: We are mindful about the impact that our comments and actions will have on others because we want to build a compassionate, inclusive environment that nurtures all individuals and communities.
• Be Positive: We believe that the first step in getting something done is believing that it can be done because we know that positive energy brings enthusiasm, excitement, and empowerment to the team.
• Be Better: We constantly ask ourselves, "How can we do this better?" because we know that our families, colleagues, investors, and customers depend on the results we deliver every day.
• Be Fierce: We seek to have bold conversations that interrogate reality and provoke learning to help us tackle our toughest challenges and enrich relationships.
• Be Fun: We value the lighter side of life because we believe that balance, laughter, and enjoying every moment fuel the soul.
   

About the Opportunity

We’re looking for a Client Success Operations Analyst with a passion for learning, a kind heart, a positive attitude, and a great sense of humor to join our growing team. The Client Success Operations Analyst will be responsible for our Customer Success Platform (ChurnZero) as well as supporting cross-functional organizational and internal initiatives, and Client Success data analytics. This person will be heavily cross-functional working not only with CS team members, but also counterparts in marketing, sales, and product.

The Client Success Operations Analyst will be a key player on an incredible team as we execute our mission to help local governments and school districts take the next step from good to great.

Key Responsibilities:

Customer Success Platform (CSP) Management:

• Oversee the administration, configuration, and support of the Customer Success Platform (CSP), ChurnZero, ensuring data integrity between our tech stack (SFDC, Zendesk, LearnUpon, Jira, back office) and work closely with our marketing, sales, and product counterparts.
• Ensure the platform meets the business's needs, providing mindful and scalable improvement opportunities for future growth, leaning into our core value of #bebetter.

Cross-Functional Collaboration:

• Partner with Client Success Leadership to implement and continuously support various team strategies to increase product adoption, usage, and retention.
• Support Cross-Functional initiatives related to the CSP and data. 
• Present Client Success data analytics on a routine basis to key stakeholders.

Training and Support:

• Own administrative tasks as necessary for the success of the team and business.
• Empower our midsize client success groups through onboarding, training, and support processes, ensuring seamless integration of ClearGov’s tools into their workflows.
• Develop and maintain FAQs, Playbooks, documentation, and user guides on basic knowledge and best practices for the CSP and CS processes/guidelines.

Critical Skills/Experience:

• Required: ChurnZero experience as an Admin or power user (or comparable CSP platform i.e., Gainsight, Vitally, Planhat, Catalyst)
• Preferred: SFDC, Zendesk, Jira, LearnUpon (or other ticketing systems/LMS), Zoom
• Intermediate+ data analytics skills
• Successful cross-functional collaboration
• Understanding of Customer Success principles and goals
• Attention to detail

 The Ideal ClearGov Candidate:

• Self-motivated, self-starter with a zeal to win 
• Great communicator; strong oral and written skills 
• Ability to think creatively and innovatively 
• Hands-on problem solver who enjoys cracking difficult nuts 
• Quick study – able to pick up and apply new concepts in a hurry 
• Track record of achievement 
• Enjoys working on and helping to build outstanding teams 
• Demonstrates an entrepreneurial spirit and gets stuff done 
• A sense of humor and don’t take themselves too seriously 

Why Join Us:

• Flexible, remote work
• Chance to make a meaningful impact on government and school district transparency and accountability
• Opportunity to work in a fast-paced, fun, and collaborative environment
• Competitive salary and benefits package (see below)
• Professional growth opportunities

Benefits:

• Competitive Salary
• Equity Package
• Quality Medical, Dental, and Vision Insurance Plans 
• Flexible Spending Account
• Dependent Care Flexible Spending Account
• Short and Long Term Disability Insurance 
• Life Insurance 
• 401K Plan with Match
• Flexible Personal Time Off Policy
• 3 Floating Holidays (in addition to 10 Holidays Observed)
• 2 Volunteer Days Off
• Parental Leave
• Employee Referral Bonus
• Annual All Hands In-Person Event

How to Apply:

• Interested candidates should apply here: https://cleargov.applytojob.com/apply/8pT976B4zG/Client-Success-Operations-Analyst
• ClearGov is an equal opportunity employer and values diversity in the workplace. We encourage individuals of all backgrounds to apply.

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ClearGov is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, gender identity and expressions, national origin, disability, genetic information, pregnancy, veteran status, age, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. ClearGov makes hiring decisions based solely on qualifications, merit, and business needs at the time.

At ClearGov, we believe in the value of diversity, and we know that diverse perspectives will help us build a stronger team to accomplish our shared mission to help local governments work better.