Customer Success Manager, OpenGov
$105-120k
OTE
OTE include base plus a portion of variable compensation that is earned based on company and individual performance
More information about location
Cloud ERP software for the public sector
Open for applications
Cloud ERP software for the public sector
501-1000 employees
Open for applications
$105-120k
OTE
OTE include base plus a portion of variable compensation that is earned based on company and individual performance
More information about location
501-1000 employees
Company mission
To power more effective and accountable government.
Role
Who you are
- This is a senior-level role for a CSM who excels at navigating complex political landscapes, driving process transformation, and securing long-term retention through measurable business outcomes
- SaaS Expertise: Minimum of 3–5 years in Customer Success, Account Management, or a related high-touch SaaS role
- Proven Track Record: Demonstrated ability to manage complex customer relationships, hit high Net Revenue Retention (NRR) targets, and drive revenue growth
- Strategic Thinking: A customer-centric mindset with the ability to move between high-level strategy and tactical execution
- Advanced Communication: Exceptional presentation and interpersonal skills, specifically the ability to command a room of executive-level decision-makers
- Technical Proficiency: Willingness to be hands-on in product; Mastery of CRM and CS tools such as Salesforce, Gong, or Gainsight
- Educational Background: Bachelor’s degree in Business Administration, Public Administration, or a related field
- Industry Context: Previous experience in GovTech or working directly with government agencies is highly preferred
- Travel: Willingness and ability to travel to meet with key customers in person (approx. 25-30%)
What the job involves
- As a Customer Success Manager III at OpenGov, you are a strategic architect of customer value
- You will own a dedicated portfolio of ~40 high-impact customers, serving as their primary long-term partner tasked with understanding their unique goals, challenges & workflows
- You won't just manage accounts; you will influence the digital transformation of modern government
- Strategic Portfolio Leadership: Own the end-to-end success strategy for ~40 customers, aligning OpenGov’s platform with their specific legislative goals and operational challenges
- Executive Advisory: Build and nurture deep relationships with Department Heads, City Managers, and Finance Directors, acting as a trusted advisor to drive high retention and platform stickiness
- Complex Change Management: Guide customers through significant process changes, leveraging industry best practices to ensure deep product adoption and workflow optimization
- Business Impact Reporting: Design and deliver high-impact Executive Business Reviews (EBRs) that translate usage data into tangible value and ROI for stakeholders
- Retention & Growth: Proactively monitor portfolio health to mitigate churn risk and identify expansion opportunities that align with the customer’s long-term roadmap
- Adoption & Value Consulting: Be able to design programs to maximize the adoption of OpenGov across your customers, resulting in a measurable increase in value
- Cross-Functional Advocacy: Partner with Sales, Product, and Support teams to resolve complex roadblocks and ensure the "Voice of the Customer" informs our future product development
- Process Innovation: Contribute to the "playbook." As a CSM III, you’ll help build 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.
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