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Customer Success Manager

OpenGov

Skills

Required

  • CRM
  • CS tools
  • Salesforce / Gong / Gainsight

Preferred

  • Proactively monitor portfolio health
  • mitigate churn risk

Join OpenGov as a Customer Success Manager III, where you will be a strategic architect of customer value. You will own a dedicated portfolio of ~40 high-impact customers, serving as their primary long-term partner. This senior-level role requires expertise in navigating complex political landscapes, driving process transformation, and securing long-term retention through measurable business outcomes. You will influence the digital transformation of modern government and have the opportunity to work from anywhere with unlimited vacation and world-class healthcare.

Strategic Portfolio Leadership: Own the end-to-end success strategy for ~40 customers, aligning OpenGov’s platform with their specific legislative goals and operational challenges.

Responsibilities

  • Executive Advisory: Build and nurture deep relationships with Department Heads, City Managers, and Finance Directors, acting as a trusted advisor to drive high retention and platform stickiness.
  • Retention & Growth: Proactively monitor portfolio health to mitigate churn risk and identify expansion opportunities that align with the customer’s long-term roadmap.

Requirements

  • Strategic Thinking: A customer-centric mindset with the ability to move between high-level strategy and tactical execution
  • SaaS Expertise: Minimum of 3–5 years in Customer Success, Account Management, or a related high-touch SaaS role
  • Industry Context: Previous experience in GovTech or working directly with government agencies is highly preferred
  • Technical Proficiency: Willingness to be hands-on in product; Mastery of CRM and CS tools such as Salesforce, Gong, or Gainsight
  • Travel: Willingness and ability to travel to meet with key customers in person (approx. 25-30%)
  • Proven Track Record: Demonstrated ability to manage complex customer relationships, hit high Net Revenue Retention (NRR) targets, and drive revenue growth
  • Advanced Communication: Exceptional presentation and interpersonal skills, specifically the ability to command a room of executive-level decision-makers

Preferred

  • Educational Background: Bachelor’s degree in Business Administration, Public Administration, or a related field

Pay

USD 120,000 - 135,000

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