Strategic Portfolio Management: Own the end-to-end lifecycle for your customers, moving beyond reactive support to become a proactive partner in their success.

Risk Mitigation & Retention: Use data-driven insights to identify "at-risk" accounts early. You will develop and execute plans to stabilize usage and secure renewals on time.

Commercial Ownership: Manage the full renewal cycle. You are responsible for maintaining high Net Revenue Retention (NRR) and identifying expansion opportunities where our solutions meet evolving customer needs.

Adoption Mastery: Conduct regular executive business reviews (EBRs) to align OpenGov’s value proposition with the customer’s changing legislative or budgetary goals.

Internal Advocacy: Act as the "Voice of the Customer" for our Product and Engineering teams, ensuring the frontline reality of government work shapes our roadmap.

Process Excellence: Contribute to the "playbook." As a CSM II, you’ll help refine our workflows for churn prevention and onboarding efficiency.

What You Bring (Requirements)

Proven SaaS Experience: Minimum 1.5+ years of experience in Customer Success or Account Management within the SaaS industry. You understand what it means to carry a quota or a retention target.

Passion for CS: Demonstrated experience in Customer Success or equivalent research completed; strong desire to build a sustainable career in Customer Success

High-Volume Proficiency: You have experience managing a large book of business (50+ accounts) and have mastered the "art of the scale"—knowing when to automate and when to pick up the phone.

Commercial Acumen: You are comfortable discussing budgets, navigating renewal contracts, and handling objections.

Resilience & Grit: You enjoy the challenge of turning a frustrated customer into a brand advocate. You are comfortable in the "gray areas" of problem-solving.

Customer Success Manager II - Atlanta, GA

Responsibilities

Qualification

Required

Benefits

Company

Opengov

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