Customer Success Manager

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 Customer Success Manager III (CSM III) at OpenGov, you will play a critical role in ensuring the success and satisfaction of our customers. You will work closely with customers to understand their unique goals, challenges, workflows, and drive product adoption. In this role, you will leverage your expertise in influencing key decision-makers and navigating complex process changes to effectively position OpenGov solutions and industry best practices. Your ultimate goal is to help customers realize maximum value from our platform, fostering long-term relationships and business growth.

Responsibilities:

• Develop and execute comprehensive customer success strategies, aligning with company goals and objectives to drive customer adoption, retention, and expansion.

• Cultivate and maintain strong relationships with executive-level stakeholders within customer organizations, serving as their trusted advisor and ensuring high customer retention.

• Drive the development and delivery of high-impact customer success initiatives, such as business reviews, strategic account planning, and customer engagement programs such as user groups.

• Collaborate cross-functionally within Customer Success, Sales, Product Management, and Support teams to address customer needs, resolve issues, and drive continuous improvement.

• Analyze customer data, feedback, and usage metrics to identify trends, opportunities, and areas for improvement, providing actionable insights to customers and internal teams.

• Stay abreast of industry trends, best practices, and competitor offerings, providing insights and recommendations to inform strategic decision-making and drive customer success.

• Continuously assess and optimize customer success processes, workflows, and tools to enhance efficiency, scalability, and effectiveness.

Requirements and Preferred Experience:

• Bachelor's degree in Business Administration or a related field is required; government experience is preferred.

• Minimum of 3 years in customer success, account management or a related role within the SaaS Industry

• Proven track record of managing customer relationships, driving customer satisfaction and retention, and achieving revenue growth targets.

• Excellent communication, presentation, and interpersonal skills, with the ability to build collaborative relationships.

• Strategic thinker with a customer-centric approach and a passion for delivering exceptional customer experiences.

• Demonstrated ability to thrive in a fast-paced, dynamic environment while effectively managing multiple priorities.

• Proficiency in CRM software (e.g., Salesforce, Gainsight, Gong) and other customer success tools.

• Willingness and ability to travel when required (25-30%).

$95k - $115k

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. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Buenos Aires, Chicago, Dubuque, Plano, and Pune.

A Place to Make Your Mark

We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.

Benefits That Work for You

Enjoy an award-winning workplace with the benefits to match, including:

• Comprehensive healthcare options for individuals and families.

• Flexible vacation policy and paid company holidays

• 401(k) with company match (USA only)

• Paid parental leave, wellness stipends, and HSA contributions

• Professional development and growth opportunities

• A collaborative office environment with weekly catered lunches