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, City Managers, and Council Members, aligning OpenGov solutions with their public service priorities. The role requires you to build and maintain executive-level relationships through outstanding communication, negotiation, and presentation skills. You will partner with Product and Sales leadership to translate customer feedback into product improvements and advocate for high-priority escalations. A significant portion of your time will be spent traveling to engage customers in person and leading regional user groups to accelerate adoption. You will leverage comprehensive success plans to ensure predictable adoption of OpenGov's ERP and category-leading products like asset management and billing. This position is suited for a strategically-minded professional who thrives on over-achieving retention targets and driving digital transformation at scale within the public sector.

Key facts

What you'll do

• Take direct accountability for the net retention, renewals, and enterprise usage of a high-value customer portfolio spanning OpenGov's full product suite.
• Develop and execute tailored customer success plans that align OpenGov products to specific municipal, county, and higher education goals.
• Proactively engage senior stakeholders, including Finance Directors, City Managers, and Council Members, to connect OpenGov's value with strategic initiatives.
• Act as a bridge between customers and OpenGov's Product and Field leadership to drive improvements and resolve high-priority escalations.
• Manage and advocate for a large book of accounts, resolving issues rapidly and coordinating proactive escalation management to maintain high satisfaction.
• Travel to customer sites and lead regional user groups to deepen product value and foster a community of power users.
• Complete advanced OpenGov training to achieve expertise in the unique sales approach and product messaging, then mentor junior CSMs on these methods.
• Leverage Salesforce, G-Suite, and modern CS platforms to track health metrics, forecast risk, and report on engagement outcomes.
• Translate complex product features into clear business outcomes that demonstrate efficiency, compliance, and return on investment for public sector customers.
• Collaborate with Sales leadership to identify expansion opportunities and influence go-to-market strategy based on real-world customer usage data.
• Support the development of reference customers and case studies that highlight successful digital transformation within local and state governments.
• Monitor product adoption trends and usage data to identify gaps and recommend enhancements that improve the overall customer experience.
• Maintain detailed documentation of customer interactions, decisions, and action items to ensure continuity and strategic account planning.
• Represent OpenGov at industry events and conferences to strengthen the brand and expand the community of engaged public sector users.
• Balance proactive outreach with scheduled check-ins to ensure consistent engagement across a diverse portfolio of enterprise clients.

Requirements

• Hold a Bachelor's degree as a minimum educational requirement.
• Possess 5+ years of account management, customer success, or sales experience within complex technology, finance, or accounting SaaS environments.
• Demonstrate a proven track record of consistently exceeding quarterly retention and revenue goals.
• Exhibit outstanding communication, negotiation, and presentation skills capable of building collaborative relationships with executive-level stakeholders.
• Rapidly master OpenGov's product verticals, including local government, state government, special districts, and higher education.
• Show high proficiency in Salesforce, G-Suite, and modern customer success platforms.
• Translate technical product features into clear business outcomes related to efficiency, compliance, and public trust.
• Display willingness and ability to travel as required to meet customers and lead regional events.
• Apply structured sales methodologies such as MEDDIC or Challenger in customer conversations and deal strategy.
• Maintain discretion and professionalism when handling sensitive public sector data and stakeholder concerns.
• Thrive in a fast-paced environment where priorities shift based on legislative sessions, budget cycles, and emergency initiatives.
• Align personal performance metrics with enterprise retention, expansion, and customer health objectives.
• Commit to upholding OpenGov's mission of powering effective, accountable government through technology and public service.

Nice to have

• A Graduate Degree, particularly in Public Administration, Public Policy, or a related field, is a major plus.
• Formal training in Sales methodologies like MEDDIC or Challenger.
• Experience working within local/state government, special districts, or higher education sectors.
• Background in implementing enterprise asset management, procurement, accounting, billing, or permitting solutions.
• Familiarity with AI and ERP solutions in the public sector context.
• Participation in regional user groups or community-building initiatives in the public sector.

Practical notes

• Travel is required as part of the role to meet customers and lead regional events.
• The position operates full-time and is based in the Boston, Massachusetts area in the United States.
• Compensation includes a base salary range and a portion of variable earnings tied to company and individual performance.
• The final compensation offer will consider qualifications, expertise, and geographical location within the defined ranges.
• This role reports to senior leadership within the Customer Success organization and influences field strategy.
• Candidates must be eligible to work in the United States without sponsorship for this position.