Customer Sucess Manager III

OpenGov Inc.

Boston (MA)

On-site

USD 105,000 - 120,000

Full time

5 days ago

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Benefits offered by this job

Healthcare options

401(k) with company match

Paid parental leave

Wellness stipends

Job summary

OpenGov Inc. in Boston, MA is seeking a Senior Customer Success Manager III to own a portfolio of ~40 high-impact public-sector customers. You will drive strategic initiatives, align OpenGov’s platform with government goals, and act as a trusted advisor to executive leaders.

You will guide customers through complex change, deliver measurable ROI, and partner with Sales, Product, and Support to ensure long-term retention and growth. This is a senior, high-touch role requiring travel ~25–30%.

Qualifications

3–5 years in Customer Success, Account Management, or related high-touch SaaS role.
Proven ability to manage complex customer relationships, high retention, and revenue growth.
Strategic thinker with ability to move between high-level strategy and tactical execution.
Exceptional presentation and interpersonal skills for executive-level stakeholders.
Hands-on in product; proficient with CRM/CS tools such as Salesforce, Gong, Gainsight.
Bachelor’s degree in Business Administration, Public Administration, or related field.
GovTech experience preferred; travel 25–30% for key customers.

Responsibilities

Own end-to-end success strategy for a portfolio of ~40 high-impact customers.
Build and nurture relationships with Department Heads, City Managers, and Finance Directors.
Guide customers through process changes to drive adoption and ROI.
Design and deliver Executive Business Reviews (EBRs) showing value.
Monitor portfolio health to mitigate churn and identify expansion opportunities.
Design programs to maximize OpenGov adoption and value.
Collaborate with Sales, Product, and Support to remove roadblocks and capture Voice of the Customer.

Skills

SaaS Expertise

Account Management

Strategic Thinking

Advanced Communication

CRM Tools

Education

Bachelor's degree in Business Administration or Public Administration

Tools

Salesforce

Gong

Gainsight

Job description

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com.

Job Summary

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.

Key Responsibilities

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.

Requirements And Preferred Experience

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

Compensation

Boston, MA: $105,000 - $120,000

On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.

The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

Why OpenGov?

A Mission That Matters.

At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it’s the core of our democracy.

Opportunity to Innovate

The next great wave of innovation is unfolding with AI, and it will impact everything—from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.

A Team of Passionate, Driven People

This isn’t your typical 9-to-5 job; we operate in a fast‑paced, results‑driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Chicago, Dubuque, Dallas, and Pune.

A Place to Make Your Mark

We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.

Benefits That Work For You

Enjoy an award-winning workplace with the benefits to match, including: