Senior Customer Success Manager, GovTech SaaS

Warmada; Boston (MA); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Comprehensive healthcare options for I

Flexible vacation policy

401(k) with company match

Paid parental leave, wellness stipends

Professional development and growth

Weekly catered lunches

Job summary

OpenGov in Boston, MA is seeking a Customer Success Manager II to own a portfolio of ~80 customers, driving retention and expansion. This role demands proactive relationship-building, data-driven planning, and the ability to turn usage insights into strategic actions.

You will manage renewals, conduct executive reviews, and partner with Product and Engineering to advocate for customers while achieving aggressive NRR targets in a fast-paced, GovTech environment.

Qualifications

• 1.5+ years of experience in Customer Success or Account Management within SaaS.
• Quota or retention target experience.
• Experience managing a large book of business (50+ accounts).
• Comfort discussing budgets and renewal contracts.
• Ability to turn around frustrated customers.
• Experience with local/state government (GovTech) is a plus.
• Ability to translate health scores into outreach actions.

Responsibilities

• Strategic Portfolio Management: Own the end-to-end lifecycle for your customers, moving beyond reactive support to become a proactive partner in their success.
• Risk Mitigation & Retention: Use data-driven insights to identify at-risk accounts early. Develop and execute plans to stabilize usage and secure renewals on time.
• Commercial Ownership: Manage the full renewal cycle. Responsible for maintaining high Net Revenue Retention (NRR) and identifying expansion opportunities.
• Adoption Mastery: Conduct regular executive business reviews (EBRs) to align OpenGov’s value with customer goals.
• Internal Advocacy: Be the Voice of the Customer for Product and Engineering to influence the roadmap.
• Process Excellence: Contribute to the playbook and help refine workflows for churn prevention and onboarding efficiency.

Skills

SaaS experience

Account management

High-volume book of business

Commercial acumen

Resilience & grit

GovTech interest

Analytical skills

Job description

OpenGov in Boston, MA is seeking a Customer Success Manager II to own a portfolio of ~80 customers, driving retention and expansion. This role demands proactive relationship-building, data-driven planning, and the ability to turn usage insights into strategic actions.

You will manage renewals, conduct executive reviews, and partner with Product and Engineering to advocate for customers while achieving aggressive NRR targets in a fast-paced, GovTech environment.