Senior Customer Success Manager, GovTech SaaS
Overview
As Senior Customer Success Manager at OpenGov, you own retention and expansion for ~20 high-value enterprise accounts across the OpenGov Public Service Platform. You lead executive conversations with Finance Directors, City Managers, and Council Members, aligning product value with each agency's strategic goals. Partner with Sales and Product leadership to refine go-to-market strategy while mentoring junior CSMs. You master OpenGov ERP modules, build power-user communities, and drive digital transformation in local government. Your work directly impacts over 2,000 communities relying on AI and ERP solutions for more effective governance.
What You'll Do7
- 1Own net retention, renewals, and enterprise usage for a portfolio of 20 complex accounts across OpenGov ERP modules.
- 2Develop and execute customer success plans that map OpenGov solutions to each customer's unique goals, ensuring predictable adoption and expansion.
- 3Build relationships with senior stakeholders, including Finance Directors and City Managers, to align product value with their strategic initiatives.
- 4Collaborate with Product and Field leadership to resolve high-priority escalations and influence product roadmap based on customer feedback.
- 5Advocate for assigned accounts, maintaining high satisfaction through rapid issue resolution and proactive escalation management.
- 6Travel to customer sites to lead regional user groups, accelerating product value and fostering a community of power users.
- 7Complete advanced OpenGov training and apply insights to mentor junior CSMs in sales approach and product messaging.
Requirements7
- 15+ years of account management, customer success, or sales experience in a complex SaaS environment.
- 2Consistent track record of exceeding quarterly retention and revenue goals.
- 3Outstanding executive presence with strong communication, negotiation, and presentation skills.
- 4Rapid ability to master OpenGov product verticals, including local/state government, special districts, and higher education.
- 5Highly proficient in Salesforce, G-Suite, and modern CS platforms.
- 6Bachelor's degree required; MEDDIC or Challenger sales training or graduate degree is a major plus.
- 7Willingness to travel as required to meet customers and lead regional events.
Salary Insight
$130 - $180k per year
Location
Required Skills
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