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Salary: USD 120,000 - 135,000 / annual
OpenGov is seeking a Customer Success Manager III to serve as a strategic architect of customer value for a portfolio of approximately 40 high-impact government clients. This is a senior-level role designed 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' specific legislative goals and operational challenges. Key responsibilities include building and nurturing deep relationships with Department Heads, City Managers, and Finance Directors, acting as a trusted advisor to drive high retention and platform stickiness. You will guide customers through significant process changes, leveraging industry best practices to ensure deep product adoption and workflow optimization.
You will design and deliver high-impact Executive Business Reviews (EBRs) that translate usage data into tangible value and ROI for stakeholders. Proactively monitor portfolio health to mitigate churn risk and identify expansion opportunities aligned with customers' long-term roadmaps. Design programs to maximize adoption of OpenGov across your customers, resulting in measurable increases in value. 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 will contribute to building workflows for churn prevention and onboarding efficiency.
OpenGov serves more than 2,000 cities, counties, state agencies, school districts, and special districts with category-leading products including enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data.
REQUIREMENTS:
- Minimum 3–5 years in Customer Success, Account Management, or related high-touch SaaS role
- Demonstrated ability to manage complex customer relationships, hit high Net Revenue Retention (NRR) targets, and drive revenue growth
- Customer-centric mindset with ability to move between high-level strategy and tactical execution
- Exceptional presentation and interpersonal skills, specifically ability to command a room of executive-level decision-makers
- Willingness to be hands-on in product; mastery of CRM and CS tools such as Salesforce, Gong, or Gainsight
- Bachelor's degree in Business Administration, Public Administration, or related field
- Previous experience in GovTech or working directly with government agencies highly preferred
- Willingness and ability to travel to meet with key customers in person (approximately 25–30%)
