Job SummaryAs 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. 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. You won't just manage accounts; you will influence the digital transformation of modern government.
Key Responsibilities- 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.
Requirements and Preferred Experience- 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%).
Compensation Boston, MA: $105,000 - $120,000
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.
Benefits That Work for YouEnjoy an award-winning workplace with the benefits to match, including:
- Comprehensive healthcare options for individuals and families
- Flexible vacation policy and paid company holidays
- 401(k) with company match
- Paid parental leave, wellness stipends, and HSA contributions
- Professional development and growth opportunities
- A collaborative office environment with weekly catered lunches.
