Customer Success Manager
Company: FGA Powered by GovConnect, LLC
Position: Customer Success Manager
Employment Type: Full-Time
Starting Salary: $52,000 per year
About FGA
FGA helps businesses navigate the government contracting marketplace by providing hands-on support with opportunity sourcing, bid and proposal development, government registrations, capability statements, contracting strategy, and ongoing administrative support.
We are looking for a highly organized, proactive, and customer-focused Customer Success Manager to ensure our clients receive an exceptional experience from onboarding through the life of their engagement with FGA.
Position Overview
The Customer Success Manager will serve as a primary point of contact for FGA clients and will be responsible for maintaining strong client relationships, monitoring account progress, coordinating with internal teams, and ensuring client expectations and milestones are being met.
This role requires someone who is comfortable managing multiple client accounts, solving problems quickly, holding internal teams accountable, and communicating professionally with business owners and executives.
The ideal candidate is organized, confident, responsive, and able to take ownership of client issues rather than simply passing them along.
Key Responsibilities
- Serve as a primary point of contact for assigned FGA clients.
- Build strong relationships with clients and maintain consistent, professional communication.
- Conduct regular client check-ins to review progress, concerns, upcoming opportunities, and next steps.
- Help manage the client journey from onboarding through ongoing service delivery.
- Track important client milestones, deliverables, proposals, submissions, and deadlines.
- Coordinate with FGA's proposal developers, sourcing specialists, sales team, marketing team, and other internal departments.
- Ensure client requests and internal tasks are followed through to completion.
- Identify accounts that may be at risk of becoming dissatisfied and proactively address concerns.
- Own and manage client escalations, working with the appropriate team members to resolve issues quickly.
- Monitor the performance and responsiveness of team members assigned to client accounts.
- Escalate missed deadlines, communication issues, or service concerns to management.
- Coordinate the reassignment of proposal/bid developers when necessary to protect the client experience.
- Maintain accurate client notes, activities, follow-ups, and account information within FGA's CRM.
- Help clients understand FGA's processes, services, timelines, and expectations.
- Gather client feedback and identify opportunities to improve FGA's customer experience.
- Support client retention and long-term customer satisfaction.
- Provide management with updates regarding account health, escalations, recurring client concerns, and operational issues.
Qualifications
- 2+ years of experience in customer success, account management, client services, project coordination, or a similar customer-facing position preferred.
- Excellent written and verbal communication skills.
- Strong organizational and time-management abilities.
- Comfortable managing multiple clients, deadlines, and priorities simultaneously.
- Strong problem-solving skills with the ability to handle difficult or frustrated clients professionally.
- Ability to take ownership of problems and drive them through resolution.
- Experience working with CRM systems and maintaining detailed client records.
- Comfortable working across multiple departments and holding team members accountable for client deliverables.
- Strong attention to detail and follow-through.
- Government contracting, proposal management, or bid-management experience is a plus but not required.
What We're Looking For
We're looking for someone who genuinely enjoys working with clients but also understands that great customer success requires organization, accountability, and follow-through.
The right person will not wait for a client to complain before taking action. They will proactively monitor accounts, identify potential problems, communicate with clients, coordinate internally, and make sure commitments are being fulfilled.
You should be comfortable having difficult conversations when necessary while maintaining a professional, solutions-oriented attitude.
Compensation
Starting Salary: $52,000 per year
Opportunities for professional growth and increased responsibility are available based on performance and the continued growth of FGA.
Success in This Role
A successful Customer Success Manager at FGA will help ensure that:
- Clients know exactly who to contact when they need assistance.
- Client communications receive timely responses.
- Onboarding and service milestones are completed on schedule.
- Proposal and bid-related deadlines are closely monitored.
- Client concerns are addressed before they become major escalations.
- Internal teams remain accountable for client deliverables.
- Leadership has clear visibility into client satisfaction and account health.
- Clients feel supported, informed, and confident in their relationship with FGA.
Pay: From $52,000.00 per year
Benefits:
- Paid time off
- Work from home
Work Location: Hybrid remote in Tampa, FL 33614
