It’s Our People Who Make Us: Ensuring Community-Centric Customer Success

When McCoy Smith joined Avolve as Director of Customer Success in February 2024, it wasn't just a new job opportunity — it was a reunion with trusted colleagues, and a return to the fulfilling world of government technology that had shaped much of his career.

For about 15 years, McCoy had worked in law enforcement and public safety software at another GovTech company before spending nearly five years in different sectors. When he accepted an offer to join Avolve to build out a customer success team, the offer was especially attractive as it came through former, trusted colleagues.

In his role as Director of Customer Success, McCoy has an essential role in Avolve's customer service structure, leading the team that serves as the primary point of contact for customers, from handling escalations and providing proactive outreach, to support their successful use of ProjectDox and DigEplan.

“I often refer to customer success as kind of like the maestro to a band,” McCoy said. “We bring in the different parts of the band to help the customer out in whatever it is that they need.” To that end, his team works closely with sales, support, professional services, and product teams to ensure customers receive comprehensive assistance.

As a leader, McCoy believes in emboldening his team members to grow in their respective roles, take on new challenges, and find solutions. “Everybody wants to feel like they have an impact. That they want to make a difference,” he explained. “I believe leaders are best when they are able to support their team members so that everyone has a voice, and that’s something I feel like Avolve really empowers its leaders to do.”

After spending a few years outside the GovTech industry, McCoy is happy to be back. “With government, there is a sense of purpose. We're doing something that helps the community out, and we're here to be a little piece of that as a software that makes life easier for the cities and counties, and for the citizens — I find a lot of joy and pleasure in that,” he said.

He says customers, too, share this sense of purpose, which further inspires a sense of fulfillment and meaning. “Our customers are genuine. They come from a place of wanting to serve the community, and that's an easy thing to get behind and help them with what they need,” McCoy said.

For McCoy, customer success boils down to a simple philosophy: “Customers come to us and purchased our product for a reason. It's our job to make sure we fulfill that,” he said.

As McCoy continues to build and lead the customer success team at Avolve, his community-centric journey exemplifies the company's commitment to fostering strong relationships and creating meaningful impact in the communities they serve.