Customer Sucess Manager III

About the role

You will own a dedicated portfolio of approximately 40 high-impact customers, serving as their primary long-term strategic partner and trusted advisor. In this senior-level capacity, you will navigate complex political landscapes while driving process transformation and platform adoption. Your primary responsibility is to align OpenGov's solutions with specific legislative goals and operational challenges to secure long-term retention. You will design and deliver high-impact Executive Business Reviews that translate usage data into tangible value and return on investment. Ultimately, you will influence the digital transformation of modern government and help build the workflows and playbooks that define industry standards for customer success.

Key facts

What you'll do

Orchestrate strategic portfolio leadership by owning the end-to-end success strategy for roughly 40 customers, ensuring OpenGov's platform directly supports legislative priorities and operational objectives.

Cultivate executive advisory relationships with Department Heads, City Managers, and Finance Directors, positioning yourself as a trusted advisor to drive high retention and platform stickiness.

Lead complex change management initiatives, guiding customers through significant process transformations using industry best practices to ensure deep product adoption and workflow optimization.

Design and deliver high-impact Executive Business Reviews that convert usage analytics and platform data into clear, tangible value propositions and measurable ROI for key stakeholders.

Proactively monitor portfolio health to mitigate churn risk, identify expansion opportunities, and align solutions with the customer's long-term strategic roadmap.

Champion adoption and value consulting by designing and executing programs that maximize platform usage, resulting in a measurable increase in public sector value.

Partner cross-functionally with Sales, Product, and Support teams to resolve intricate roadblocks and ensure the Voice of the Customer actively informs future product development.

Contribute operational expertise to the development of internal playbooks, focusing on churn prevention, onboarding efficiency, and scalable customer success workflows.

Serve as a subject matter expert who commands executive-level discussions, presenting complex data and insights with clarity and confidence to senior government officials.

Maintain a hands-on relationship with the product by providing feedback from the field, helping to refine features and functionality based on real-world public sector use cases.

Drive continuous improvement by analyzing customer outcomes and identifying opportunities to unlock additional value from the OpenGov Public Service Platform.

Act as a primary point of contact for strategic initiatives, ensuring alignment between customer ambitions and the evolving capabilities of the platform.

Leverage data-driven insights to forecast risks and opportunities within your portfolio, enabling proactive interventions that protect and grow long-term relationships.

Act as a mission-driven representative of OpenGov, embodying the company's values and commitment to effective, accountable, and efficient government for every community.

Requirements

You must possess a Bachelor's degree in Business Administration, Public Administration, or a closely related field.

You must have a minimum of 3-5 years of experience in Customer Success, Account Management, or a related high-touch SaaS role.

You must demonstrate a proven track record of managing complex customer relationships and hitting high Net Revenue Retention (NRR) targets.

You must have the ability to drive revenue growth while simultaneously focusing on retention and expansion within a SaaS environment.

You must exhibit strategic thinking, with the capacity to move fluidly between high-level strategy and detailed tactical execution.

You must have advanced presentation and interpersonal skills, specifically the ability to command a room of executive-level decision-makers.

You must be technically proficient and willing to get hands-on with the product, mastering CRM and CS tools such as Salesforce, Gong, or Gainsight.

You must have previous experience working directly with government agencies or a strong preference for candidates with GovTech background.

You must be willing and able to travel to meet with key customers in person, with an approximate requirement of 25-30% travel.

You must have a strong understanding of public sector challenges, including compliance, procurement, and legislative processes.

You must be comfortable working in a mission-driven environment where the work directly impacts community-level outcomes.

You must be able to synthesize complex operational workflows into clear, actionable strategies for diverse municipal stakeholders.

You must have the resilience to operate effectively in politically sensitive environments while maintaining professionalism and objectivity.

Nice to have

Previous experience implementing enterprise asset management, procurement, or accounting solutions within the public sector.

Familiarity with transparency and open data initiatives and their alignment with citizen engagement goals.

Practical notes

This role requires travel to meet key customers in person, with an approximate commitment of 25-30%.

Candidates must be authorized to work in the United States.

The compensation range listed applies to the Boston, MA location.