Customer Success Manager III

About the role

OpenGov is seeking a senior Customer Success Manager to own a portfolio of about 40 high‑impact public‑sector customers. You will act as the long‑term strategic partner, guiding digital transformation and ensuring measurable business outcomes for government agencies.

Key responsibilities

• Develop and execute end‑to‑end success strategies for each customer, aligning the OpenGov platform with legislative and operational goals.
• Build executive relationships with department heads, city managers, and finance directors to drive platform adoption and retention.
• Lead complex change‑management initiatives, applying best practices to optimize workflows and product usage.
• Design and present Executive Business Reviews that translate usage data into tangible ROI.
• Monitor portfolio health, mitigate churn risk, and identify expansion opportunities.
• Collaborate with Sales, Product, and Support to resolve roadblocks and convey the Voice of the Customer.

Required profile

• 3–5 years of experience in Customer Success or Account Management within a high‑touch SaaS environment.
• Proven ability to manage complex relationships, achieve high Net Revenue Retention, and drive revenue growth.
• Bachelor’s degree in Business Administration, Public Administration, or a related field.
• Willingness to travel 25‑30% to meet key customers in person.

Required skills

• Proficiency with CRM and CS tools such as Salesforce.
• Experience using Gong for conversation analytics.
• Familiarity with Gainsight for customer health monitoring.

What we offer

• Comprehensive healthcare options for individuals and families.
• Flexible vacation policy and paid company holidays.
• 401(k) plan with company match.
• Paid parental leave, wellness stipends, and HSA contributions.
• Professional development and growth opportunities.
• Collaborative office environment with weekly catered lunches.