Senior Customer Success Manager

OpenGov; Boston (MA); Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Work from anywhere

Unlimited vacation

World-class healthcare

Professional development

Job summary

OpenGov in Boston seeks a Senior Customer Success Manager to lead a portfolio of high-value enterprise accounts. You will ensure long-term health, reduce churn, and drive expansion while partnering with Sales and Product to refine go-to-market strategies.

You will mentor junior CSMs, advocate for customers, and travel to regional events to deepen product value. The ideal candidate has 5+ years in SaaS customer success or similar, excellent executive presence, and a track record of exceeding

Qualifications

• 5+ years in account management, customer success, or sales in a SaaS/tech environment.
• Bachelor's degree required; sales methodologies (MEDDIC/Challenger) or graduate degree is a plus.
• Strong executive communication, negotiation, and presentation skills.

Responsibilities

• Manage a portfolio of high-value enterprise accounts for retention, expansion, and usage.
• Partner with Sales and Product leadership to refine go-to-market strategy.
• Mentor junior CS team members and drive cross-functional improvements.
• Lead regional events and community-building activities to accelerate product value.
• Proactively identify senior stakeholders and align OpenGov value with their objectives.

Skills

Senior SaaS Experience

Account Management

Customer Success

Executive Presence

Cross-functional Collaboration

Education

Bachelor's degree

Sales training MEDDIC/Challenger

Tools

Salesforce

G-Suite

Job description

• As a Senior Customer Success Manager at OpenGov, you are a cornerstone of our field leadership team
• You will manage our most complex, high-stakes enterprise relationships, ensuring long-term health, churn prevention, and expansion within your assigned portfolio of ~20 accounts
• Beyond managing your own portfolio, you will partner with Sales and Product leadership to refine our go-to-market strategy and serve as a mentor to the broader CS organization
• Portfolio Ownership: Take direct accountability for the net retention, renewals, and enterprise usage of a high-value customer base across OpenGov's portfolio of products
• Solution Prescription: Leverage comprehensive customer success plans to help align OpenGov's products to customers' unique goals, driving predictable adoption, retention & expansion
• Executive Influence: Proactively identify and connect with senior stakeholders - including Finance Directors, City Managers, and Council Members - to align OpenGov's value with their strategic initiatives
• Cross-Functional Leadership: Work as a bridge between customers and OpenGov's Product and Field leadership to drive product improvements and resolve high-priority escalations
• Customer Advocacy: Manage and advocate for a large list of accounts, maintaining high satisfaction through rapid issue resolution and proactive escalation management
• Community Building: Travel to engage customers in person and lead regional user groups to accelerate product value and foster a community of power users
• Operational Excellence: Complete advanced OpenGov training to become an expert in our unique sales approach and product messaging, then apply those insights to mentor junior CSMs

Benefits

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

This is a role for a strategically-minded senior CS professional who thrives on over-achieving retention targets and driving digital transformation at scaleTechnical & Business Acumen: Highly proficient in Salesforce, G-Suite, and modern CS platforms; able to translate technical features into business outcomesEducation: Bachelor's degree required; Sales training methodologies (e.g., MEDDIC, Challenger) or a Graduate Degree is a major plusExecutive Presence: Outstanding communication, negotiation, and presentation skills, with a demonstrated ability to build collaborative relationships at the executive levelTravel: Willingness and ability to travel as required to meet customers and lead regional eventsIndustry Knowledge: Rapid ability to master OpenGov's product verticals, including local/state government, special districts, and higher educationSenior SaaS Experience: 5+ years of account management, customer success, or sales experience, ideally within a complex technology, finance, or accounting SaaS environmentProven Over-Achievement: A consistent track record of exceeding quarterly retention and revenue goals