Customer Success Manager III, GovTech SaaS
Overview
You will own a portfolio of ~40 high-impact government customers, serving as their strategic partner for value realization and retention. As Customer Success Manager III at OpenGov, you will navigate complex political landscapes, drive process transformation, and secure long-term renewals. You will work with a team of 800+ in a mission-driven company focused on AI and ERP solutions for local government. This role stands out for its senior-level influence on digital transformation in the public sector.
What You'll Do8
- 1Own the end-to-end success strategy for a portfolio of ~40 customers, aligning OpenGov's platform with their legislative goals and operational challenges.
- 2Build and nurture relationships with Department Heads, City Managers, and Finance Directors, acting as a trusted advisor to drive retention and platform stickiness.
- 3Guide customers through significant process changes using industry best practices to ensure deep adoption of OpenGov ERP workflows.
- 4Design and deliver Executive Business Reviews (EBRs) that translate usage data into tangible ROI for stakeholders.
- 5Monitor portfolio health to mitigate churn risk and identify expansion opportunities aligned with customer roadmaps.
- 6Design programs to maximize adoption of Salesforce and Gainsight across your customers, resulting in a measurable increase in value.
- 7Partner with Sales, Product, and Support teams to resolve complex roadblocks and ensure the Voice of the Customer informs product development.
- 8Contribute to the CSM playbook, building workflows for churn prevention and onboarding efficiency.
Requirements8
- 13-5 years in Customer Success, Account Management, or a related high-touch SaaS role.
- 2Proven track record managing complex customer relationships and hitting high Net Revenue Retention (NRR) targets.
- 3Strategic thinking with a customer-centric mindset, able to move between high-level strategy and tactical execution.
- 4Exceptional presentation and interpersonal skills, able to command a room of executive decision-makers.
- 5Hands-on proficiency with Salesforce, Gong, or Gainsight.
- 6Bachelor’s degree in Business Administration, Public Administration, or related field.
- 7Previous experience in GovTech or working directly with government agencies is highly preferred.
- 8Willingness to travel approximately 25-30% to meet with key customers in person.
Salary Insight
$105 - $135k per year
Location
Required Skills
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