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Salary: USD 105,000 - 120,000 / annual
OpenGov is seeking a Customer Success Manager III to serve as a strategic architect of customer value for their public sector ERP platform. You will own a dedicated portfolio of approximately 40 high-impact customers—cities, counties, state agencies, school districts, and special districts—acting as their primary long-term partner and trusted advisor.
In this senior-level role, you will be responsible for end-to-end success strategy, aligning OpenGov's platform with customers' legislative goals and operational challenges. You'll build deep relationships with Department Heads, City Managers, and Finance Directors, guiding them through significant process transformations and ensuring deep product adoption. A key focus is designing and delivering high-impact Executive Business Reviews (EBRs) that translate usage data into tangible ROI for stakeholders.
You will proactively monitor portfolio health to mitigate churn risk, identify expansion opportunities aligned with customer roadmaps, and design adoption programs that maximize value realization. Cross-functional collaboration is essential—you'll partner with Sales, Product, and Support teams to resolve complex roadblocks and ensure the Voice of the Customer informs product development. As a CSM III, you'll also contribute to building playbooks for churn prevention and onboarding efficiency.
Required qualifications include 3–5 years in Customer Success, Account Management, or high-touch SaaS roles, with a proven track record managing complex customer relationships and hitting Net Revenue Retention targets. You must demonstrate strategic thinking, exceptional presentation and interpersonal skills to command rooms of executive-level decision-makers, and technical proficiency with CRM and CS tools (Salesforce, Gong, Gainsight). A Bachelor's degree in Business Administration, Public Administration, or related field is required. Previous GovTech or direct government agency experience is highly preferred. The role requires approximately 25–30% travel to meet customers in person.
