Customer Success Manager

• As a Customer Success Manager III at OpenGov, you are a strategic architect of customer value
• You will own a dedicated portfolio of ~40 high-impact customers, serving as their primary long-term partner tasked with understanding their unique goals, challenges & workflows
• This is a senior-level role for a CSM who excels at navigating complex political landscapes, driving process transformation, and securing long-term retention through measurable business outcomes
• You won’t just manage accounts; you will influence the digital transformation of modern government
• Strategic Portfolio Leadership: Own the end-to-end success strategy for ~40 customers, aligning OpenGov’s platform with their specific legislative goals and operational challenges
• Executive Advisory: Build and nurture deep relationships with Department Heads, City Managers, and Finance Directors, acting as a trusted advisor to drive high retention and platform stickiness
• Complex Change Management: Guide customers through significant process changes, leveraging industry best practices to ensure deep product adoption and workflow optimization
• Business Impact Reporting: Design and deliver high-impact Executive Business Reviews (EBRs) that translate usage data into tangible value and ROI for stakeholders
• Retention & Growth: Proactively monitor portfolio health to mitigate churn risk and identify expansion opportunities that align with the customer’s long-term roadmap
• Adoption & Value Consulting: Be able to design programs to maximize the adoption of OpenGov across your customers, resulting in a measurable increase in value
• Cross-Functional Advocacy: Partner with Sales, Product, and Support teams to resolve complex roadblocks and ensure the “Voice of the Customer” informs our future product development
• Process Innovation: Contribute to the “playbook.” As a CSM III, you’ll help build our workflows for churn prevention and onboarding efficiency

Benefits

• Work from anywhere
• Unlimited vacation
• Mission-driven colleagues
• World-class healthcare
• Professional development

• Strategic Thinking: A customer-centric mindset with the ability to move between high-level strategy and tactical execution
• SaaS Expertise: Minimum of 3–5 years in Customer Success, Account Management, or a related high-touch SaaS role
• Industry Context: Previous experience in GovTech or working directly with government agencies is highly preferred
• Educational Background: Bachelor’s degree in Business Administration, Public Administration, or a related field
• Technical Proficiency: Willingness to be hands-on in product; Mastery of CRM and CS tools such as Salesforce, Gong, or Gainsight
• Travel: Willingness and ability to travel to meet with key customers in person (approx. 25-30%)
• Proven Track Record: Demonstrated ability to manage complex customer relationships, hit high Net Revenue Retention (NRR) targets, and drive revenue growth
• Advanced Communication: Exceptional presentation and interpersonal skills, specifically the ability to command a room of executive-level decision-makers