Sr. Customer Success Manager - Atlanta, GA

opengov; United States; On-site; USD 130,000 - 145,000; Full time

Job summary

OpenGov is a leader in AI and ERP solutions for local and state governments in the U.S. We seek a Senior Customer Success Manager to manage high-value enterprise relationships, drive retention, and expand within a ~20 account portfolio.

You will partner with Sales and Product leadership to refine go-to-market strategy and mentor the CS team. You will influence executives, coordinate cross-functional efforts, and travel to engage customers at regional events, all while advancing a digital

Qualifications

• Senior SaaS experience (5+ years) in account management, CS, or sales.
• Proven over-achievement in retention/revenue goals.
• Executive presence with strong communication, negotiation, and presentation skills.
• Industry knowledge of local/state government, special districts, higher education.
• Technical/business acumen with Salesforce, G-Suite, and CS platforms.
• Bachelor's degree required; Sales methodologies (MEDDIC/Challenger) a major plus.
• Willingness to travel to meet customers and lead regional events.

Responsibilities

• Own net retention, renewals, and enterprise usage for a high-value customer base.
• Develop success plans to align OpenGov products with customer goals and drive adoption, retention and expansion.
• Engage with Finance Directors, City Managers, and Council Members to align OpenGov value with strategic initiatives.
• Bridge customers with Product and Field leadership to drive improvements and resolve escalations.
• Advocate for accounts, maintaining high satisfaction and proactive escalation management.
• Travel to engage customers and lead regional user groups to accelerate product value.
• Mentor junior CSMs after completing OpenGov training.

Skills

Executive presence

Communication

Negotiation

Strategic account management

Travel willingness

Education

Bachelor's degree

Sales training MEDDIC/Challenger

Tools

Salesforce

G-Suite

CS platforms

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 O penGov.com .

Job Summary:

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. This is a role for a strategically-minded senior CS professional who thrives on over-achieving retention targets and driving digital transformation at scale.

Key Responsibilities

• 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.

Requirements and Preferred Experience

• Senior SaaS Experience : 5+ years of account management, customer success, or sales experience, ideally within a complex technology, finance, or accounting SaaS environment.
• Proven Over-Achievemen t: A consistent track record of exceeding quarterly retention and revenue goals.
• Executive Presence : Outstanding communication, negotiation, and presentation skills, with a demonstrated ability to build collaborative relationships at the executive level.
• Industry Knowledge: Rapid ability to master OpenGov's product verticals, including local/state government, special districts, and higher education.
• Technical & Business Acumen : Highly proficient in Salesforce, G-Suite, and modern CS platforms; able to translate technical features into business outcomes.
• Education: Bachelor's degree required; Sales training methodologies (e.g., MEDDIC, Challenger) or a Graduate Degree is a major plus.
• Travel : Willingness and ability to travel as required to meet customers and lead regional events.

Compensation

• Atlanta, GA: $130,000 - $145,000

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.