Strategic GovTech Customer Success Lead

OpenGov Inc.; San Francisco (CA); On-site; USD 120,000 - 135,000; Full time

Benefits offered by this job

Healthcare options

Flexible vacation policy

401(k) with company match

Parental leave

Wellness stipend

Professional development

Weekly team lunches

Job summary

OpenGov is seeking a Customer Success Manager III in San Francisco to own a ~40-portfolio, serving as the primary long-term partner to government customers. You will drive strategic value, lead executive reviews, and ensure retention and growth across complex governmental workflows.

The role requires navigating political landscapes, guiding change, and collaborating with Sales, Product, and Support to optimize adoption and outcomes.

Qualifications

• 3–5 years in customer success, account management, or related high-touch SaaS role.
• Proven ability to manage complex relationships and drive revenue growth.
• Strong strategic thinking and executive communication skills.
• Hands-on with product and CRM/CS tools.

Responsibilities

• Own end-to-end success strategy for ~40 customers and map to legislative goals.
• Build relationships with Department Heads, City Managers, and Finance Directors.
• Lead change management to maximize product adoption and workflow improvements.
• Design and deliver executive business reviews showing ROI and value.
• Monitor portfolio health to mitigate churn and identify expansion opportunities.
• Collaborate with Sales, Product and Support to remove blockers and capture Voice of the Customer.
• Contribute to playbooks for churn prevention and onboarding efficiency.

Skills

SaaS expertise

NRR targets

Strategic thinking

Executive communication

CRM tools

Education

Bachelor’s degree in Business/Public Administration

Tools

Salesforce

Gong

Gainsight

Job description

OpenGov is seeking a Customer Success Manager III in San Francisco to own a ~40-portfolio, serving as the primary long-term partner to government customers. You will drive strategic value, lead executive reviews, and ensure retention and growth across complex governmental workflows.

The role requires navigating political landscapes, guiding change, and collaborating with Sales, Product, and Support to optimize adoption and outcomes.