Sr. Customer Success Manager

About the role

You will manage a portfolio of approximately twenty high-value enterprise accounts, taking direct ownership of net retention, renewals, and usage health to prevent churn and drive expansion. You will act as a strategic advisor to senior stakeholders such as Finance Directors and City Managers, aligning OpenGov solutions with their public service priorities. The role requires you to build collaborative relationships across the customer executive suite to ensure OpenGov's value is clearly articulated and realized. You will leverage structured customer success plans to guide clients toward predictable adoption and measurable business outcomes. In addition, you will serve as a bridge between customers and internal Product and Field leadership to escalate and resolve critical issues. You will travel to engage clients in person and facilitate regional user groups that accelerate platform value. Finally, you will complete advanced OpenGov training to master the sales approach and mentor junior members of the Customer Success organization.

Key facts

What you'll do

• Assume portfolio ownership for a designated set of enterprise accounts, monitoring health metrics and identifying risks to retention.
• Develop and execute customer success plans that map OpenGov capabilities to specific municipal objectives and strategic goals.
• Engage senior executives including Finance Directors, City Managers, and Council Members to align platform value with public sector priorities.
• Act as an internal advocate, translating customer feedback into actionable insights for Product and Field leadership.
• Lead high-priority escalations and collaborate cross-functionally to resolve complex issues impacting municipal operations.
• Travel to customer sites and regional meetings to build relationships and demonstrate platform capabilities in person.
• Facilitate and lead regional user groups that foster a community of power users and best-practice sharing.
• Utilize Salesforce, G-Suite, and OpenGov CS platforms to document interactions, track outcomes, and maintain accurate records.
• Complete advanced product and sales methodology training to deepen expertise in OpenGov's procurement, ERP, and compliance solutions.
• Mentor junior Customer Success Managers by sharing playbooks, insights, and field knowledge gained from enterprise engagements.
• Monitor adoption trends and usage data to identify opportunities for expansion into additional modules or departments.
• Coordinate with Sales leadership to identify risks and opportunities within existing accounts that may lead to renewal or growth.
• Establish regular cadence of executive communications to ensure stakeholders are informed of platform value and upcoming initiatives.
• Support the development of customer-facing materials, such as case studies and success stories, that highlight measurable outcomes.
• Maintain a high level of professionalism and responsiveness to ensure customer issues are resolved promptly and thoroughly.

Requirements

• Hold a Bachelor's degree as a minimum educational requirement.
• Possess 5 or more years of experience in account management, customer success, or sales within complex technology or SaaS environments.
• Demonstrate a proven track record of exceeding quarterly retention and revenue goals over multiple periods.
• Exhibit outstanding communication, negotiation, and presentation skills tailored to executive-level audiences.
• Rapidly master OpenGov's product verticals, including local government, state government, special districts, and higher education.
• Show high proficiency with Salesforce, G-Suite, and modern customer success platforms.
• Translate technical product features into clear business outcomes for public sector decision-makers.
• Willingness and ability to travel as required to meet customers and participate in regional events.
• Ability to operate effectively in a fast-paced, mission-driven public sector technology environment.
• Strong understanding of sales methodologies such as MEDDIC or Challenger is considered a major plus.
• A graduate degree is a preferred qualification but not required.
• Commitment to maintaining confidentiality and handling sensitive government data with the highest level of integrity.
• Alignment with OpenGov's mission to deliver efficient, accountable, and transparent government technology.

Practical notes

• Full-time engagement based in the United States, with a specific location in California, San Francisco.
• Willingness and ability to travel as required to meet customers and lead regional events.
• Employment is contingent on eligibility to work in the United States.
• The compensation range provided reflects base salary and a portion of variable compensation tied to performance.
• The final compensation offer will consider qualifications, expertise, and geographical location.
• This role reports to the leadership team within the Customer Success organization at OpenGov.
• Candidates should be prepared to demonstrate experience managing complex, multi-year technology engagements in the public sector.
• The position involves frequent interaction with executive stakeholders across municipal, county, state, and special district organizations.
• Travel may include overnight stays and participation in regional user group meetings.
• Successful candidates will participate in ongoing training and mentorship programs to maintain mastery of OpenGov products and sales methodologies.
• The role supports OpenGov's broader mission of powering effective and accountable government through technology and data-driven decision-making.