1.5+ years in SaaS Customer Success or Account Management.
Proven proficiency in managing 50+ customer accounts.
Comfortable discussing budgets and navigating renewal contracts.
Demonstrated resilience in turning customer frustrations into advocacy.
Strong analytical skills for data-driven customer outreach strategies.
Experience in government-related tech is preferred.
Genuine passion for building a career in Customer Success.
Responsibilities
Own the complete customer lifecycle, shifting from reactive support to proactive partnership.
Identify at-risk accounts using data insights and execute stabilization plans.
Manage the full renewal cycle and ensure high Net Revenue Retention (NRR).
Conduct executive business reviews to align value propositions with customer goals.
Serve as the Voice of the Customer to influence product and engineering roadmaps.
Contribute to refining workflows for churn prevention and onboarding efficiency.
Benefits
Opportunity to manage a significant portfolio of clients.
Proactive role in customer relationship building.
Focus on commercial ownership and expansion opportunities.
Engagement with local and state government challenges.
Collaborative environment with engineering and product teams.
Full Job Description
Job Summary
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.
What You'll Do (Responsibilities)
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.
What You Bring (Requirements)
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.
Compensation:
Boston, MA: $80,000 - $90,000
On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.
The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate's geographical location.
About OpenGov
OpenGov is a cloud-based software company that provides financial transparency and budgeting solutions for the public sector. The company's platform allows governments to streamline their budgeting processes, track performance metrics, and share financial data with the public. OpenGov was founded in 2012 and is headquartered in San Mateo, California.
