Customer Success Manager

OpenGov; San Francisco (CA); A distancia; USD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Work from anywhere

Unlimited vacation

World-class healthcare

Professional development

Descripción de la vacante

OpenGov is seeking a senior Customer Success Manager III to act as a strategic architect of customer value in government technology. You will own a dedicated portfolio of approximately 40 high-impact customers, serving as their primary long-term partner to understand goals, challenges, and workflows.

You will drive adoption, retention, and growth by delivering executive business reviews, aligning OpenGov’s platform with legislative and operational objectives, and partnering with Sales, Product,

Formación

• 3–5 years in high-touch SaaS roles.
• GovTech or government agency experience preferred.
• Bachelor’s degree in Business Administration or Public Administration.
• Hands-on with CRM/CS tools (Salesforce, Gong, Gainsight).
• Willing to travel 25–30% to meet customers.

Responsabilidades

• Own end-to-end customer success strategy for ~40 clients.
• Develop Executive Business Reviews (EBRs) with ROI insights.
• Collaborate with Sales, Product, Support to remove blockers.
• Drive retention and identify expansion opportunities.
• Advise on adoption programs to maximize value.

Conocimientos

Strategic thinking

Executive communication

Customer success

Account management

GovTech experience

Educación

Bachelor’s degree

Herramientas

Salesforce

Gong

Gainsight

Descripción del empleo

• 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