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Salary: USD 105,000 - 120,000 / annual
OpenGov is seeking a Customer Success Manager III for its Atlanta office to lead strategic customer relationships and drive retention across a portfolio of ~40 high-impact government clients. This is a senior-level role for an experienced CSM who excels at navigating complex political and organizational landscapes, driving process transformation, and securing long-term retention through measurable business outcomes.
You will own the end-to-end success strategy for your customer portfolio, aligning OpenGov's AI and ERP platform with clients' legislative goals and operational challenges. Key responsibilities include building deep relationships with Department Heads, City Managers, and Finance Directors; guiding customers through significant process changes; designing and delivering Executive Business Reviews that translate usage data into tangible ROI; proactively monitoring portfolio health to mitigate churn risk; and identifying expansion opportunities aligned with customer roadmaps.
You will also design adoption programs to maximize platform value across customers, partner cross-functionally with Sales, Product, and Support teams to resolve complex issues, and 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; demonstrated ability to manage complex customer relationships and hit Net Revenue Retention targets; strategic thinking with ability to move between high-level strategy and tactical execution; exceptional presentation and interpersonal skills for executive-level engagement; technical proficiency with CRM and CS tools (Salesforce, Gong, Gainsight); and a Bachelor's degree in Business Administration, Public Administration, or related field. Previous GovTech or government agency experience is highly preferred. The role requires willingness to travel approximately 25–30% to meet customers in person.
OpenGov operates in a fast-paced, results-driven environment with 800+ employees globally. The company is headquartered in San Francisco with offices in Atlanta, Boston, Chicago, Dubuque, Dallas, and Pune. OpenGov serves more than 2,000 cities, counties, state agencies, school districts, and special districts with category-leading products in enterprise asset management, procurement, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency.
