Senior Customer Success Manager, GovTech SaaS
Overview
Own retention and expansion for 20+ high-value government accounts using the OpenGov ERP platform. Partner with Sales and Product leadership to refine go-to-market strategy while mentoring junior CSMs. Drive digital transformation at scale with AI and ERP solutions trusted by 2,000+ public agencies.
What You'll Do7
- 1Own net retention, renewals, and enterprise usage for a portfolio of 20+ accounts across OpenGov products.
- 2Build comprehensive customer success plans to align OpenGov solutions with customer goals, driving adoption and expansion.
- 3Engage senior stakeholders like Finance Directors and City Managers to link OpenGov value to their strategic initiatives.
- 4Bridge customer feedback to Product and Field leadership to improve products and resolve escalations.
- 5Advocate for accounts by resolving issues rapidly and managing escalations proactively.
- 6Travel to lead regional user groups and build a community of power users.
- 7Complete advanced OpenGov training to become an expert in sales approach and mentor junior CSMs.
Requirements7
- 15+ years of account management, customer success, or sales in a complex SaaS environment.
- 2Proven record of exceeding quarterly retention and revenue targets.
- 3Strong communication, negotiation, and presentation skills for executive-level relationships.
- 4Ability to quickly master OpenGov product verticals: local/state government, special districts, higher education.
- 5Proficient in Salesforce, G-Suite, and modern CS platforms.
- 6Bachelor's degree required; MEDDIC or Challenger training or graduate degree preferred.
- 7Willingness to travel for customer meetings and regional events.
Salary Insight
$130 - $180k per year
Location
Required Skills
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