Customer Success Manager II

1 month ago

Boston, United States OpenGov Full time
OpenGov is home to an exceptional team - passionate about our mission to power more effective and accountable government. By bringing the OpenGov Cloud to our nation's state and local government, we're transforming communities so they can thrive
Imagine yourself being able to help small business owners open their doors faster, ensuring our tax dollars are accounted for, creating safer infrastructure, modernizing the permitting process, and assisting with disaster recovery. The work you do here every day has a meaningful impact on people's lives
OpenGov is a 2023 Top Workplaces USA award winner and a Forbes America's Best Startup Employer
Join our smart, fun, and humble team to experience the most rewarding career of your life

Job Summary:
Within the CS function, the Customer Success Management (CSM) team is the one responsible for maintaining and growing the business relations between us and our customers. This position will be responsible for understanding the customer's goals, pain points, and workflows in order to successfully drive product adoption, retention, and program expansion. CSMs will use their ability to influence decision makers and their experience driving complex process changes to successfully position OpenGov solutions and best practices to ensure maximize value to the customer.
Responsibilities
  • KPIs (MBO): Adoption (usage), Program Expansion, Relationships and Satisfaction (NPS) and Commercial (retention and upsells)
  • Use a consultative approach to drive platform adoption, engagement and expansion across a territory of 40-80 government customers
  • Build strong relationships with customers and make them OpenGov evangelists, ensuring high customer retention and satisfaction rates
  • Become the go-to person and escalation point for issues and opportunities by key personnel at the customer
  • Monitor customers' health, usage and ongoing/changing needs and execute playbooks to assist them in maximizing value from our solutions
  • Maintain a deep understanding of the product and communicate features and functionality that will improve their workflow
  • Develop and execute plans to expand relations with the customers at both elected and appointed official levels, in a multitude of ways: electronic, direct, face-to-face
  • Understand the agencies' "big picture", proactively position value, and assist with execution, Support the Professional Services and Technical Support teams in deploying solutions, training customers and driving more effective usage
  • Compliment key product discussions by gathering and communicating customer feedback and feature requests
  • Occasionally travel to meet customers in-person, identify expansion opportunities, manage upsells on your own and coordinate / tee-up cross-sell with sales executives
Requirements and Preferred Experience:
  • 4+ years of experience in Customer Success Management within a fast-growing company
  • Ability to adapt to a rapidly changing product and respond strategically to customer needs
  • Proven experience working at SaaS companies and solutions
  • Strong interpersonal skills and track record of building collaborative relationships
  • Familiarity with sales cycles in competitive marketsTechnical aptitude and proficiency with Salesforce as well as emerging CS solutions like CSM platforms (i.e. Gainsight, Komiko, etc), in-app guidance, marketing automation, and more
  • Experience with government budgeting concepts and practices and/or finance/budgeting solutions is a plus
  • Exceptional presentation, organizational, and communication skills (both written and verbal)
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. What makes OpenGov unique
Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission-driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs, a Tech Pioneer by the World Economic Forum, and SF and Silicon Valley Business Times' 40 under 40 class of 2018
Growth: Record breaking growth with 1,800+ governments (and counting) using our products. Click here to read more.
Culture: Winner of 2023 Top Workplaces USA award, Awarded Top 25 Cloud Companies to Work For, Winner of Forbes 2022 Best Startup Employers, 50 Best Workplaces award. Check out our Careers Video
Perks: 90% paid Medical/Dental/Vision premium for employees, fully paid Life and Short/Long term disability insurance, Unlimited PTO, Parental Leave policy, annual wellness stipend, anniversary awards, and more
Product: Named to the GovTech 100 (seven consecutive years), we are the leader in cloud software for our nation's cities, counties, and state agencies.
Mission Driven: We are a technology company with a passion for the mission. We're powering more effective and accountable government.
Come join us and make a positive social impact

OpenGov is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

  • Customer Success Manager II

    3 months ago

    Boston, United States JLL Technologies Full time

    About the role: Our Customer Success Managers (‘CSMs’) play a crucial role in building long-term, transformational customer relationships by partnering with customers across our Enterprise, Strategic, Mid-Market, and Growth customer segments. You will engage with customers at key points throughout their lifecycle and collaborate with internal teams...

  • Customer Success Manager II, Strategic

    3 months ago

    Boston, United States Smartsheet Full time

    Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work. Smartsheet is looking for a Customer Success Manager to manage a set...

  • Customer Success Manager

    4 weeks ago

    Boston, United States LeanIX Jobs Full time

    LeanIX is looking for a Customer Success Manager to join our growing team and guide customers through their journey with the company’s suite of products. The Customer Success department is an integral team within LeanIX, ensuring that our customers are not only retained but are empowered to be successful. The ideal candidate will have a passion for IT and...

  • Customer Success Manager

    2 months ago

    Boston, United States Axon Enterprise Inc Full time

    The Customer Success Manager owns the post-sales experience between Axon and our small-market customers, driving value realization and return on the clients investment. Successful Customer Success Managers are technology-savvy individuals that partn Manager, Customer, Technology, Retail, Benefits, Support

  • Customer Success Manager

    4 weeks ago

    Boston, United States HALO Branded Solutions Full time

    Halo is seeking a dynamic and accomplished Customer Success Manager with a proven track record of managing Enterprise customers. The role involves managing a book of business, developing strong relationships with key stakeholders amongst our global clientele, including R&D and innovation executives at leading companies, driving customer engagement and usage,...

  • Customer Success Manager

    4 months ago

    Boston, United States 1upHealth, Inc. Full time

    Assigned to 1upHealth strategic customers, including channel partners and enterprise accounts, the Senior Customer Success Manager acts as a relationship manager, strategic advisor, solutions consultant and product expert to help our clients improve the benefits they reap from working with 1upHealth's products and services. The Senior Customer Success...

  • Customer Success Manager

    2 weeks ago

    Boston, United States Mobile Aspects Full time

    Description: Manage a portfolio of Mobile Aspects customers. Review customer success/account management data on a daily basis to keep abreast of any high-priority items that need to be addressed. Ensure high levels of customer adoption and customer support to maximize the chances of customer renewals. Conduct periodic business reviews with...

  • Customer Success Manager

    2 weeks ago

    Boston, United States Snowplow Full time

    Customer Success Manager Boston, MA, USA / London, England About Snowplow Snowplow, the global leader in customer data infrastructure (CDI) for AI, enables every organization to own and unlock the value of its customer behavioral data. The Snowplow CDI fuels AI-driven marketing, digital products and services, customer experiences and fraud detection, by...

  • Customer Success Manager

    1 week ago

    Boston, United States Danaher Corporation Full time

    Customer Success Manager in Boston, Massachusetts Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics, and biotechnology? At Cytiva, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll...

  • Customer Success Manager

    2 weeks ago

    Boston, United States Akoya Full time

    The Role: As Customer Success Manager for our data access network for consumer permissioned data, you’ll be responsible for growing our ecosystem that enables network participants around the world to use our platform to provide great experiences to their customers. You will work with sales, product, marketing, engineering and design teams on a remote...

  • Customer Success Manager

    2 weeks ago

    Boston, United States Board Full time

    At Board, we power financial and operational planning solutions for the world’s best brands. Thousands of enterprises use our technology to optimize resources, drive growth, and ensure profitability. With advanced analytics and forecasting, plus AI-driven insights, customers transform complex, real-time data into actionable intelligence. What’s been key...

  • Customer Success Manager

    4 weeks ago

    Boston, United States LeanIX Full time

    SAP LeanIX is looking for a Customer Success Manager to join our growing team and guide customers through their journey with the company's suite of products. The Customer Success department is an integral team within SAP LeanIX, ensuring that our customers are not only retained but are empowered to be successful. The ideal candidate will have a passion for...

  • Customer Success Manager

    1 month ago

    Boston, United States One Door Full time

    We are seeking a passionate Customer Success Manager to partner with our customers to drive long-term growth and success with One Door. As part of the Customer Success Team, you'll focus on retaining and growing our customer base. With a tailored plan for each customer, you will build and nurture deep relationships with customers and executives that create...

  • Customer Success Manager

    4 weeks ago

    Boston, United States Conduit Tech, Inc. Full time

    Job Description Residential HVAC drives 10% of all energy use, and Conduit Tech aims to make that energy significantly more efficient. We build innovative software for HVAC contractors to enable comfortable, efficient, and sustainable homes for every homeowner. We’re working with 400+ SMB and Enterprise HVAC companies, generating exciting product growth...

  • Customer Success Manager

    4 months ago

    Boston, United States Nasuni Full time

    Description Customer Success Manager Location: Boston Seaport Company: Nasuni On-site: 3 Days Onsite About Us: Nasuni is a high-growth hybrid cloud storage company dedicated to transforming how businesses store, manage, and protect their data. Our cutting-edge solutions enable seamless data management and protection across hybrid and multi-cloud...

  • Customer Success Manager

    2 months ago

    Boston, United States Board Full time

    At Board, we power financial and operational planning solutions for the worlds best brands. Thousands of enterprises use our technology to optimize resources, drive growth, and ensure profitability. With advanced analytics and forecasting, plus AI-driven insights, customers transform complex, real-time data into actionable intelligence. Whats been key to...

  • Customer Success Manager

    1 month ago

    Boston, United States Board Full time

    At Board, we power financial and operational planning solutions for the world’s best brands. Thousands of enterprises use our technology to optimize resources, drive growth, and ensure profitability. With advanced analytics and forecasting, plus AI-driven insights, customers transform complex, real-time data into actionable intelligence. What’s been key...

  • Customer Success Manager

    3 months ago

    Boston, United States Motion Recruitment Partners LLC Full time

    Customer Success Manager Location: Boston, MA (Remote) About Us: This company is passionate about delivering innovative Software as a Service (SaaS) solutions that transform the way businesses operate. They build cutting-edge products that streamline operations, enhance productivity, and drive growth for companies of all sizes. They’re on a mission to...

  • Customer Success Manager

    4 weeks ago

    Boston, United States Spiro Technologies, Inc. Full time

    We’re looking for a Customer Success Manager to join our growing team at Spiro. In this role, you will be responsible for strengthening and maintaining our customer relationships, helping with technical support, holding executive business reviews, and identifying business growth opportunities. The ideal candidate has some experience in Sales or Customer...

  • Customer Success Manager

    1 month ago

    boston, United States Board Full time

    At Board, we power financial and operational planning solutions for the world’s best brands. Thousands of enterprises use our technology to optimize resources, drive growth, and ensure profitability. With advanced analytics and forecasting, plus AI-driven insights, customers transform complex, real-time data into actionable intelligence.What’s been key...