Customer Success Manager, OpenGov
$90-100k
OTE
Cloud ERP software for the public sector
Open for applications
Cloud ERP software for the public sector
501-1000 employees
Open for applications
$90-100k
OTE
501-1000 employees
Company mission
To power more effective and accountable government.
Role
Who you are
- 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
- GovTech Passion (Preferred): Experience working with (or selling to) local/state government is a significant plus
- Analytical Skills: Ability to look at a health score or usage dashboard and translate that data into an actionable outreach strategy
What the job involves
- As a Customer Success Manager II at OpenGov, you own and manage a portfolio of ~80 customers, ensuring they don’t just use our software but transform how they serve their communities
- This is not a passive support role; it is a proactive, commercially-driven position designed for a high-achiever who thrives on organization, relationship-building, and hitting retention targets
- 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
Our take
As the world digitises, governments must innovate their operations to deliver the highest standard of service. OpenGov offers cloud software products to help governments manage performance, improve budgeting, and visualise operational intelligence, as well as providing comprehensive open data.
OpenGov is the leader in local government software. Its cloud-based products, which aided a number of public agencies through the pandemic, include citizen services, procurement, budgeting and planning capabilities - made comprehensive by a series of strategic acquisitions. The company's coherent and integrated software solution significantly reduces the stress on government systems, allowing them to work smarter and better for their citizens.
OpenGov serves over 1,600 governments across the US and continues to secure new clients. It has also made several partnerships towards improving its range of services, which will enable it to remain a powerful tool for governments wishing to digitally transform.
Steph
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2022
$50m
LATE VC
Oct 2021
$50m
LATE VC
Total funding: $228m
Company benefits
- Work from anywhere
- Unlimited vacation
- Mission-driven colleagues
- World-class healthcare
- Professional development
Company HQ
China Basin, San Francisco, CA
Leadership
Zachary Bookman
(Co-Founder & Chairman)Prior to co-founding OpenGov, was a Principal for Formation 8 and a Special Advisor with ISAF in Afghanistan, focusing on rule of law and governance.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 21 more jobs at OpenGov