Senior Customer Success Manager, GovTech SaaS
Overview
As Senior Customer Success Manager, you own a portfolio of 20 complex public sector accounts, driving net retention and expansion across OpenGov's AI and ERP suite. You partner with Sales and Product leadership to refine go-to-market strategy and mentor junior CSMs, positioning you as a field leader from day one. Your work directly impacts over 2,000 communities using OpenGov's platform, making this a high-stakes role for a strategic CS professional who thrives on over-achieving retention targets and shaping digital transformation in local government.
What You'll Do7
- 1Own net retention, renewals, and enterprise usage for a 20-account portfolio across OpenGov's AI and ERP products, with a focus on 90-day wins like renewals and adoption spikes.
- 2Build comprehensive customer success plans that align OpenGov products to each customer's goals, driving predictable adoption, retention, and expansion within the first quarter.
- 3Identify and connect with senior stakeholders, including Finance Directors, City Managers, and Council Members, to align OpenGov's value with their strategic initiatives in the 90-day window.
- 4Bridge customers and OpenGov's Product and Field leadership, resolving high-priority escalations and advocating for product improvements that reduce churn risk.
- 5Advocate for assigned accounts, maintaining high satisfaction through rapid issue resolution and proactive escalation management during the initial 90 days.
- 6Lead regional user groups and travel to engage customers in person, accelerating product value and building a community of power users within the first year.
- 7Complete advanced OpenGov training to master their unique sales approach and product messaging, then mentor junior CSMs to elevate the team's performance.
Requirements7
- 15+ years of account management, customer success, or sales experience in a complex SaaS environment, ideally within finance, accounting, or government tech.
- 2Proven track record of exceeding quarterly retention and revenue goals, with a focus on net retention and expansion metrics.
- 3Executive presence with outstanding communication, negotiation, and presentation skills, able to build collaborative relationships at C-level.
- 4Rapid ability to master OpenGov's product verticals, including local and state government, special districts, and higher education.
- 5Proficiency in Salesforce, G-Suite, and modern CS platforms, with ability to translate technical features into business outcomes.
- 6Bachelor's degree required; MEDDIC or Challenger sales training methodologies are a major plus.
- 7Willingness to travel as required to meet customers and lead regional events.
Salary Insight
$130 - $180k per year
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