Senior Customer Success Manager, OpenGov
$125-145k
OTE
Cloud ERP software for the public sector
Job no longer available
Cloud ERP software for the public sector
501-1000 employees
Job no longer available
$125-145k
OTE
501-1000 employees
Company mission
To power more effective and accountable government.
Role
Who you are
- 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
What the job involves
- 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
- 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
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 also has 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 & CEO)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
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