Strategic GovTech CSM III: Drive ROI & Change

OpenGov Inc.; Boston (MA); On-site; USD 105,000 - 115,000; Full time

Benefits offered by this job

Health insurance

Flexible vacation policy

401(k) with company match

Parental leave

Wellness stipends

Professional development

Catered lunches

Job summary

OpenGov Inc. in Boston, MA, is seeking a Customer Success Manager III to own a strategic portfolio of ~40 government-focused customers, serving as their long-term partner to drive value and retention.

You will influence digital transformation in local and state governments by guiding complex changes, delivering executive reviews, and identifying growth opportunities through measurable ROI.

Qualifications

• 3–5 years in Customer Success, Account Management, or a high-touch SaaS role.
• Proven ability to manage complex customer relationships and drive revenue growth.
• Strategic mindset with ability to toggle between high-level strategy and execution.
• Exceptional presentation and interpersonal skills for executive-level discussions.
• Hands-on in product; strong CRM and CS tools proficiency (Salesforce, Gong, Gainsight).
• Bachelor’s degree in Business Administration, Public Administration or related field.
• GovTech or government agency experience preferred.
• Willingness to travel 25–30% to meet key customers.

Responsibilities

• Own end-to-end success strategy for ~40 customers, aligning OpenGov platform with legislative goals and operations.
• Build relationships with Department Heads, City Managers, and Finance Directors as trusted advisor.
• Guide customers through significant process changes to ensure product adoption and ROI.
• Design and deliver Executive Business Reviews translating usage data into measurable value.
• Monitor portfolio health to mitigate churn and identify expansion opportunities.
• Design programs to maximize OpenGov adoption across customers for greater value.
• Partner with Sales, Product, and Support to resolve roadblocks and incorporate Voice of the Customer into product roadmap.
• Contribute to churn prevention and onboarding efficiency playbooks.

Skills

SaaS expertise

NRR targets

Strategic thinking

Executive communication

Product/CRM tooling

Educational background

GovTech industry experience

Travel readiness

Education

Bachelor’s degree in Business Administration/Public Administration/related field

Tools

Salesforce

Gong

Gainsight

Job description

OpenGov Inc. in Boston, MA, is seeking a Customer Success Manager III to own a strategic portfolio of ~40 government-focused customers, serving as their long-term partner to drive value and retention.

You will influence digital transformation in local and state governments by guiding complex changes, delivering executive reviews, and identifying growth opportunities through measurable ROI.