Opengov Customer Success Manager III at OpenGov managing a portfolio of ~40 high-impact public sector customers. Drives process transformation, retention, and measurable business outcomes through strategic advisory and adoption consulting.
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.
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%).
