Customer Success Manager • Senior

Who you are

You have 5+ years of experience in customer success or account management, ideally within the technology or public sector space — your background equips you to understand the unique challenges faced by local and state governments. You possess strong business acumen and can influence executive stakeholders, ensuring that customer goals align with OpenGov’s solutions. Your ability to develop comprehensive customer success plans is key to driving product adoption and customer satisfaction.

You thrive in a collaborative environment and have experience leading cross-functional teams — your leadership skills enable you to work effectively with various departments to ensure customer needs are met. You are data-driven and can analyze customer metrics to identify opportunities for improvement and growth. Your communication skills are exceptional, allowing you to articulate complex ideas clearly and effectively to diverse audiences.

You are passionate about customer success and understand the importance of building long-term relationships — your approach is consultative, and you take the time to understand each customer’s unique needs and priorities. You are proactive in addressing potential issues before they escalate, ensuring a smooth customer experience.

Desirable

Experience in the public sector or with ERP solutions is a plus — familiarity with the specific needs of government agencies will help you excel in this role. A background in technology sales or product management can also be beneficial, as it provides insight into how to align customer needs with product capabilities.

What you'll do

As a Senior Customer Success Manager at OpenGov, you will manage a portfolio of high-impact customers, serving as their primary point of contact and strategic advisor. You will develop and execute comprehensive customer success plans that align customer goals with OpenGov’s solutions, driving product adoption and customer retention. Your role will involve regular check-ins with customers to assess their satisfaction and identify opportunities for further engagement.

You will collaborate closely with sales, product, and engineering teams to ensure that customer feedback is incorporated into product development — your insights will help shape the future of OpenGov’s offerings. You will also be responsible for conducting training sessions and workshops to educate customers on best practices and new features, ensuring they derive maximum value from the platform.

Your success will be measured by customer satisfaction scores, retention rates, and revenue expansion within your accounts — you will be expected to track these metrics and report on your progress regularly. You will also play a key role in identifying upsell opportunities and working with the sales team to convert them into successful outcomes.

What we offer

OpenGov fosters a performance-based culture where every employee is encouraged to contribute ideas and take action to improve processes. We recognize and reward excellent performance, and we prioritize promoting from within. You will have the opportunity to work with a talented team dedicated to making a positive impact on government operations across the U.S. Join us in our mission to power more effective and accountable government, and help shape the future of public service technology.