Senior GovTech CSM - Drive ROI & Adoption

OpenGov Inc.; Boston (MA); On-site; USD 105,000 - 120,000; Full time

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 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%.