Customer Sucess Manager III

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 OpenGov.com http://OpenGov.com. JOB SUMMARY As a Customer Success Manager III at OpenGov, you are a strategic architect of customer value. You will own a dedicated portfolio of ~40 high-impact customers, serving as their primary long-term partner tasked with understanding their unique goals, challenges & workflows. This is a senior-level role for a CSM who excels at navigating complex political landscapes, driving process transformation, and securing long-term retention through measurable business outcomes. You won't just manage accounts; you will influence the digital transformation of modern government. KEY RESPONSIBILITIES - 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. - 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. - Complex Change Management: Guide customers through significant process changes, leveraging industry best practices to ensure deep product adoption and workflow optimization. - Business Impact Reporting: Design and deliver high-impact Executive Business Reviews (EBRs) that translate usage data into tangible value and ROI for stakeholders. - Retention & Growth: Proactively monitor portfolio health to mitigate churn risk and identify expansion opportunities that align with the customer’s long-term roadmap. - Adoption & Value Consulting: Be able to design programs to maximize the adoption of OpenGov across your customers, resulting in a measurable increase in value. - Cross-Functional Advocacy: Partner with Sales, Product, and Support teams to resolve complex roadblocks and ensure the "Voice of the Customer" informs our future product development. - Process Innovation: Contribute to the "playbook." As a CSM III, you’ll help build our workflows for churn prevention and onboarding efficiency. REQUIREMENTS AND PREFERRED EXPERIENCE - SaaS Expertise: Minimum of 3–5 years in Customer Success, Account Management, or a related high-touch SaaS role. - Proven Track Record: Demonstrated ability to manage complex customer relationships, hit high Net Revenue Retention (NRR) targets, and drive revenue growth. - Strategic Thinking: A customer-centric mindset with the ability to move between high-level strategy and tactical execution. - Advanced Communication: Exceptional presentation and interpersonal skills, specifically the ability to command a room of executive-level decision-makers. - Technical Proficiency: Willingness to be hands-on in product; Mastery of CRM and CS tools such as Salesforce, Gong, or Gainsight. - Educational Background: Bachelor’s degree in Business Administration, Public Administration, or a related field. - Industry Context: Previous experience in GovTech or working directly with government agencies is highly preferred. - Travel: Willingness and ability to travel to meet with key customers in person (approx. 25-30%). COMPENSATION Boston, MA: $105,000 - $120,000 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. 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, Chicago, Dubuque, Dallas, 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 - Paid parental leave, wellness stipends, and HSA contributions - Professional development and growth opportunities - A collaborative office environment with weekly catered lunches.