Customer Success Operations Manager, OpenGov
$132.8-140k
OTE
Cloud ERP software for the public sector
Open for applications
Cloud ERP software for the public sector
501-1000 employees
Open for applications
$132.8-140k
OTE
501-1000 employees
Company mission
To power more effective and accountable government.
Role
Who you are
- This role requires extensive experience in stakeholder management, data-driven decision-making, and customer success operations
- We are looking for a strategic, high-impact leader with a strong track record of influencing cross-functional teams, driving business improvements, and optimizing customer success operations
- Minimum of 5 years of experience in field operations, business analytics, customer success operations, or revenue operations, preferably in a high-growth SaaS environment
- Demonstrated expertise in strategic planning, forecasting methodologies, and operational frameworks, with a track record of driving measurable improvements
- Strong leadership presence, with the ability to influence cross-functional teams, engage with executive leadership, and drive change at scale
- Proficiency in Salesforce, Gainsight, and business intelligence platforms with the ability to optimize workflows and implement data-driven process improvements
- Adept at data analysis tasks including the ability to be hands-on with data in excel and prescriptive with an analytics team about how more complex data models should be structured from raw data
- Ability to own and execute complex, cross-functional projects, translating business needs into scalable solutions that drive long-term customer success
- Strong storytelling and executive communication skills, with the ability to translate complex data into actionable insights for senior leadership
- Proven ability to lead with autonomy, taking ownership of key initiatives and proactively driving operational excellence
- Passion for continuous learning, innovation, and developing best-in-class operational strategies
- Bachelor’s degree required in Business, Finance, Data Analytics, Computer Science, or a related field; Master’s degree preferred
What the job involves
- The Customer Success Operations Manager plays a critical role in driving operational excellence across OpenGov’s Customer Success organization
- As part of the Revenue Operations team, you will work cross-functionally to design and implement scalable operational frameworks, standard reporting frameworks , and strategic decision-making processes that support growth and deliver exceptional customer outcomes
- You will be responsible for developing methodologies, optimizing processes, and providing strategic insights that shape the future of our customer engagement strategies, retention programs, and operational efficiencies
- Lead the development and execution of methodologies to improve forecasting accuracy, incorporating predictive analytics to enhance strategic decision-making at the leadership level
- Develop and implement scalable customer lifecycle strategies, integrating human-led and digital engagement approaches to drive customer retention and expansion
- Serve as a trusted advisor to leadership, delivering real-time, data-driven insights to shape customer success and operational efficiency initiatives
- Partner with GTM, Customer Support, and Operations leadership to refine and rigorously monitor key performance indicators (KPIs), ensuring continuous improvement in customer experience and operational efficiency
- Support technology stack optimization, identifying automation opportunities, process enhancements, and systems improvements to streamline operations and increase productivity
- Drive alignment between cross-functional teams, ensuring customer success strategies are deeply integrated with broader company objectives and operational roadmaps
- Lead strategic business planning activities, including territory planning, field execution strategies, and customer segmentation modeling, ensuring a data-backed approach that aligns with annual business objectives
- Champion business intelligence initiatives, leveraging our corporate BI tool Lookerl), CRM platforms (Salesforce), and SQL-based analytics to enhance decision-making and execution
- Directly impact business growth by ensuring that operational processes and customer engagement models are optimized for scalability, efficiency, and revenue impact
- Support monthly business reviews, team performance evaluations, and annual planning cycles, helping senior leadership make informed, data-driven decisions
- Collaborate with field enablement to assess potential impact, train, and measure the actual impact of skills based and process based changes implemented across our Customer Success organization
Our take
As the world digitizes, governments must innovate their operations in order to deliver the highest standard of service. OpenGov offers cloud software products to help governments manage performance, improve budgeting, and visualize 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
Trinidad, San Jose, CA
Leadership
Zachary Bookman
(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.
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