Senior Customer Success Manager, OpenGov
$130-145k
OTE includes base plus a portion of variable compensation that is earned based on company and individual performance
Some travel required
Cloud ERP software for the public sector
Be an early applicant
Cloud ERP software for the public sector
501-1000 employees
Be an early applicant
$130-145k
OTE includes base plus a portion of variable compensation that is earned based on company and individual performance
Some travel required
501-1000 employees
Company mission
To power more effective and accountable government.
Role
Who you are
- This is a role for a strategically-minded senior CS professional who thrives on over-achieving retention targets and driving digital transformation at scale
- Senior SaaS Experience: 5+ years of account management, customer success, or sales experience, ideally within a complex technology, finance, or accounting SaaS environment
- Proven Over-Achievement: A consistent track record of exceeding quarterly retention and revenue goals
- Executive Presence: Outstanding communication, negotiation, and presentation skills, with a demonstrated ability to build collaborative relationships at the executive level
- Industry Knowledge: Rapid ability to master OpenGov’s product verticals, including local/state government, special districts, and higher education
- Technical & Business Acumen: Highly proficient in Salesforce, G-Suite, and modern CS platforms; able to translate technical features into business outcomes
- Education: Bachelor’s degree required; Sales training methodologies (e.g., MEDDIC, Challenger) or a Graduate Degree is a major plus
- Travel: Willingness and ability to travel as required to meet customers and lead regional events
What the job involves
- As a Senior Customer Success Manager at OpenGov, you are a cornerstone of our field leadership team
- You will manage our most complex, high-stakes enterprise relationships, ensuring long-term health, churn prevention, and expansion within your assigned portfolio of ~20 accounts
- Beyond managing your own portfolio, you will partner with Sales and Product leadership to refine our go-to-market strategy and serve as a mentor to the broader CS organization
- Portfolio Ownership: Take direct accountability for the net retention, renewals, and enterprise usage of a high-value customer base across OpenGov’s portfolio of products
- Solution Prescription: Leverage comprehensive customer success plans to help align OpenGov’s products to customers’ unique goals, driving predictable adoption, retention & expansion
- Executive Influence: Proactively identify and connect with senior stakeholders—including Finance Directors, City Managers, and Council Members—to align OpenGov’s value with their strategic initiatives
- Cross-Functional Leadership: Work as a bridge between customers and OpenGov’s Product and Field leadership to drive product improvements and resolve high-priority escalations
- Customer Advocacy: Manage and advocate for a large list of accounts, maintaining high satisfaction through rapid issue resolution and proactive escalation management
- Community Building: Travel to engage customers in person and lead regional user groups to accelerate product value and foster a community of power users
- Operational Excellence: Complete advanced OpenGov training to become an expert in our unique sales approach and product messaging, then apply those insights to mentor junior CSMs
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.
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