Client Success Manager
Civia Inc.
Customer Service
Waterloo, ON, Canada
CAD 65k-85k / year
Posted on Jan 23, 2026
About GovAI
GovAI is transforming how governments use artificial intelligence to deliver better outcomes for citizens. We work with public-sector organizations to modernize decision-making, improve efficiency, and solve complex, high-impact problems using responsible AI.
As a rapidly growing company, we are building a team of thoughtful, driven professionals who want to shape the future of public-sector technology.
The Opportunity
GovAI partners with public-sector teams long after initial rollout to ensure AI adoption is sustainable, valuable, and aligned with responsible use. Our customers rely on us not just as a vendor, but as a trusted partner helping them navigate change, scale adoption, and unlock new use cases over time.
We’re hiring a Client Success Manager to own long-term customer relationships after implementation, driving adoption, retention, and expansion across departments. This role is ideal for someone who excels at relationship-building, strategic account management, and translating customer goals into measurable outcomes.
Job Summary
The Client Success Manager is responsible for the ongoing success, satisfaction, and growth of GovAI customers. You’ll act as the primary post-implementation partner, helping customers realize value from GovAI’s products through proactive engagement, enablement, and strategic guidance.
You’ll work closely with Implementation, Sales, Marketing, and Engineering to ensure customers are supported, informed, and successful—while surfacing insights that shape product direction and go-to-market strategy.
How Will You Make an Impact?
- Own post-implementation customer relationships, serving as the primary point of contact for ongoing success and partnership.
- Drive adoption and value realization by understanding customer goals, workflows, and success metrics.
- Conduct regular check-ins, business reviews, and strategic planning sessions with customer stakeholders.
- Identify risks to adoption or retention early and proactively develop mitigation plans.
- Partner with Implementation Specialists during handoff to ensure a smooth transition from onboarding to steady-state success.
- Support customer expansion by identifying new use cases, departments, and opportunities for deeper engagement.
- Collaborate with Sales on renewals and expansion opportunities, ensuring customer outcomes align with commercial goals.
- Advocate for customers internally by sharing feedback, product insights, and emerging needs with Product and Engineering teams.
- Develop and refine customer success playbooks, best practices, and scalable engagement models.
- Maintain accurate customer records, tracking engagement, outcomes, risks, and opportunities.
What You’ll Bring to the Role
- 3–6 years of experience in customer success, account management, customer experience, or a similar customer-facing SaaS role.
- Experience managing long-term customer relationships and driving adoption in a B2B or enterprise environment.
- Strong communication and relationship-building skills, with the ability to engage both executive stakeholders and day-to-day users.
- Strategic mindset with the ability to connect product capabilities to customer outcomes.
- Highly organized, with the ability to manage multiple accounts and priorities simultaneously.
- Comfort operating in a fast-paced, early-stage environment with evolving processes.
- A customer-first mindset, strong ownership mentality, and bias toward action.
- Experience using AI Assistants, including advanced use cases.
Nice to Have
- Experience working with public-sector organizations or government customers.
- Experience supporting SaaS renewals, expansions, or multi-year customer partnerships.
- Familiarity with change management, training, or enablement in complex organizations.
- Experience working closely with Sales, Product, or Implementation teams in a cross-functional environment.
- Interest in responsible AI, GovTech, or mission-driven technology.
Compensation
The base salary for this role starts at $65,000–$85,000 CAD, depending on experience and qualifications. This role will also include performance-based incentives tied to customer retention and expansion outcomes and metrics.
Why You’ll Love Working at GovAI
- Meaningful work solving real, high-impact public-sector challenges
- Flexible work arrangements
- Opportunity to grow your career at a high-momentum, early-stage company
- Competitive compensation and growth opportunities
- A collaborative, mission-driven team environment
Don’t Meet Every Single Requirement?
We strongly encourage you to still apply. At GovAI, we value diverse experiences and believe great people grow into roles. If you’re excited about the opportunity and believe you can make an impact, we’d love to hear from you.
