Public Sector CSM II — Retention & Growth

OpenGov, Inc.; Boston (MA); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Healthcare options

401(k) plan

Paid parental leave

Wellness stipend

Professional development

Casual Friday lunches

Job summary

OpenGov, Inc. is seeking a Customer Success Manager II to own a portfolio of about 80 government customers, driving proactive success beyond basic support. You will lead retention and expansion efforts while coordinating with product and engineering to ensure customer value and a strategic roadmap.

This role emphasizes data-driven decision making, executive business reviews, and a strong emphasis on government-focused outcomes and retention targets.

Qualifications

• 1.5+ years in Customer Success or Account Management within SaaS.
• Experience carrying quotas or retention targets.
• Ability to manage a large book of business (50+ accounts).
• Comfort discussing budgets and renewal contracts.
• Resilience turning difficult customers into advocates.
• GovTech experience is a plus.
• Ability to translate health/usage data into outreach plans.

Responsibilities

• Own end-to-end lifecycle for your customers, moving from reactive support to proactive partnership.
• Use data to identify at-risk accounts and execute plans to stabilize usage and renewals.
• Manage full renewal cycle and pursue expansion opportunities for evolving customer needs.
• Conduct regular executive business reviews to align OpenGov’s value with customer goals.
• Advocate for customers with Product and Engineering to influence the roadmap.
• Help refine churn-prevention and onboarding processes to improve efficiency.

Skills

SaaS Experience

Account Management

High-Volume Proficiency

Commercial Acumen

Resilience & Grit

GovTech Passion

Analytical Skills

Job description

OpenGov, Inc. is seeking a Customer Success Manager II to own a portfolio of about 80 government customers, driving proactive success beyond basic support. You will lead retention and expansion efforts while coordinating with product and engineering to ensure customer value and a strategic roadmap.

This role emphasizes data-driven decision making, executive business reviews, and a strong emphasis on government-focused outcomes and retention targets.