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Salary: USD 80,000 - 90,000 / annual
OpenGov is seeking a Customer Success Manager II to own and manage a portfolio of approximately 80 customers in the public sector technology space. This is a proactive, commercially-driven role focused on ensuring customers not only use the software but transform how they serve their communities.
Key responsibilities include strategic portfolio management across the full customer lifecycle, moving beyond reactive support to become a proactive partner. You will identify at-risk accounts early using data-driven insights and develop retention plans to secure renewals on time. The role carries commercial ownership of the renewal cycle, with accountability for maintaining high Net Revenue Retention (NRR) and identifying expansion opportunities where OpenGov's solutions address evolving customer needs.
You will conduct regular executive business reviews (EBRs) to align OpenGov's value proposition with customers' changing legislative or budgetary goals. Acting as the "Voice of the Customer," you'll advocate internally to Product and Engineering teams, ensuring frontline government realities shape the product roadmap. You'll also contribute to process excellence by refining workflows for churn prevention and onboarding efficiency.
Required qualifications include 1.5+ years of SaaS Customer Success or Account Management experience with demonstrated quota or retention target ownership. You must have experience managing large books of business (50+ accounts) and mastering the art of scale—knowing when to automate and when to engage directly. Strong commercial acumen is essential, including comfort discussing budgets, navigating renewal contracts, and handling objections. Experience with local or state government is preferred but not required.
OpenGov is the leader in AI and ERP solutions for local and state governments, serving over 2,000 cities, counties, state agencies, school districts, and special districts. The company operates in a fast-paced, results-driven environment where impact matters more than process. OpenGov is headquartered in San Francisco with offices in Atlanta, Boston, Chicago, Dubuque, Dallas, and Pune.
