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 predictable growth. You will serve as the primary executive advocate for these accounts, aligning OpenGov solutions with strategic initiatives led by city managers, finance directors, and council members. This role requires you to translate complex product capabilities into clear business outcomes that demonstrate measurable value to public sector customers. You will act as a bridge between customers and internal stakeholders, partnering with Sales and Product leadership to elevate product strategy and resolve critical escalations. A significant portion of your impact will come from building and leading regional user communities to accelerate adoption among power users. You will mentor junior customer success managers by applying advanced methodologies and insights gained from your own operational excellence. Ultimately, you will be responsible for ensuring long-term digital transformation success for mission-critical government customers while exceeding retention and expansion targets.

Key facts

What you'll do

Conduct in-depth portfolio reviews to assess health metrics, usage patterns, and renewal risks for a targeted set of enterprise accounts.

Develop and execute tailored customer success plans that map OpenGov capabilities to specific citizen outcomes and operational goals.

Lead executive-level business reviews that highlight value realization, operational efficiencies, and return on investment for public sector leaders.

Identify and cultivate relationships with key decision makers such as finance directors, city managers, and council members to influence strategic priorities.

Collaborate with product and sales teams to synthesize customer feedback and drive enhancements to the OpenGov Public Service Platform.

Resolve high-priority escalations by coordinating cross-functional support and ensuring timely, satisfactory resolutions for complex issues.

Travel to customer sites and regional events to conduct in-person engagements, workshops, and advisory board meetings.

Champion customer advocacy by managing a broad list of accounts and ensuring timely resolution of inquiries and support requests.

Leverage Salesforce, G-Suite, and OpenGov CS platforms to maintain detailed account plans, health scores, and actionable insights.

Mentor junior customer success managers through training sessions, role-playing scenarios, and sharing best practices from the field.

Requirements

Possess a minimum of five years of progressive experience in account management, customer success, or sales within complex technology or finance SaaS environments.

Demonstrate a consistent history of over-achieving against quarterly retention, expansion, and revenue goals across multiple accounts.

Exhibit outstanding communication, negotiation, and presentation skills with proven ability to engage confidently at the executive level.

Rapidly master OpenGov product verticals, including local government, state government, special districts, and higher education domains.

Show high proficiency in Salesforce, G-Suite, and modern customer success platforms, with the ability to translate technical features into strategic business outcomes.

Hold a Bachelor's degree as a minimum educational requirement, with a preference for candidates exposed to Sales methodologies such as MEDDIC.

Display willingness and ability to travel as required to meet customers, participate in field engagements, and lead regional events.

Maintain professional certification or advanced training in OpenGov sales and product methodologies to ensure expert-level knowledge.

Nice to have

Previous experience working within public sector organizations or government technology ecosystems.

Background in implementing enterprise asset management, procurement, contract management, accounting, billing, or permitting solutions.

Familiarity with AI and ERP solutions specific to the public sector and digital transformation initiatives.

Experience leading regional user groups or community-driven adoption programs.

Practical notes

This role requires travel to customer locations and regional events as needed to maintain strong customer relationships and lead in-person engagements.

Candidates must be able to meet the physical and time demands associated with frequent travel across Texas and surrounding regions.

Visa sponsorship information will be provided to qualified candidates as required for international hires.

The compensation range listed applies to the Dallas, Texas geographic location and may vary based on qualifications and experience.