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Sr. Customer Success Manager
3 weeks ago
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
Job Summary:As a Senior Customer Success Manager at OpenGov, you will serve as a strategic advisor and partner to a portfolio of high-impact customers. You will leverage your experience in customer engagement, cross-functional leadership, and strategic account management to drive product adoption, customer retention, and revenue expansion. This role requires strong business acumen, the ability to influence executive stakeholders, and the strategic insight to align OpenGov solutions with customer priorities. Your work will directly contribute to customer satisfaction, long-term loyalty, and company growth.
Responsibilities:- Develop and execute comprehensive customer success plans that align customer goals with OpenGov's solutions to drive adoption, retention, and expansion.
- Cultivate deep, trust-based relationships with key customer stakeholders, including executive sponsors and operational leaders, to ensure alignment and satisfaction.
- Lead strategic initiatives such as business reviews, account planning, and customer health assessments to proactively identify risks and opportunities.
- Serve as a strategic partner to Sales and Product teams by surfacing customer insights, identifying expansion opportunities, and influencing roadmap decisions.
- Act as a subject matter expert across customer verticals (e.g., state/local government, education, non-profits) to provide tailored guidance and maximize platform value.
- Design and execute customer engagement programs such as user groups, workshops, and webinars that foster community and encourage solution adoption.
- Analyze customer usage data, feedback, and business outcomes to provide actionable insights internally and externally.
- Contribute to continuous improvement by refining internal processes, developing best practices, and mentoring team members.
- Bachelor's degree in Business, Public Administration, or a related field required; Master's degree or formal sales/customer success training is a plus.
- Minimum of 5 years of experience in customer success, account management, or a strategic client-facing role within the SaaS industry, ideally supporting complex, multi-stakeholder accounts.
- Demonstrated success managing large or strategic accounts, driving customer satisfaction, reducing churn, and contributing to revenue growth.
- Strong executive presence and excellent communication skills with a proven ability to influence senior stakeholders and navigate complex organizational dynamics.
- Strategic thinker with strong analytical capabilities and a customer-first mindset.
- Comfortable managing a book of business with multiple customers at varying lifecycle stages, using data and processes to prioritize and drive outcomes.
- Proficiency in CRM software (e.g., Salesforce, Gainsight, Gong) and other customer success tools.
- Ability to work autonomously while collaborating across departments in a fast-paced, dynamic environment.
- Willingness and ability to travel 25–30% of the time.
Compensation:
Boston, MA: $125,000 - $145,000
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, 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.
Compensation Range: $125K - $145K
