Job Summary: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. This is a role for a strategically-minded senior CS professional who thrives on over-achieving retention targets and driving digital transformation at scale.
Key Responsibilities- 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.
Requirements and Preferred Experience- 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.
CompensationBoston, MA: $130,000 - $145,000
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.
