Customer Success Manager III

OpenGov is home to an exceptional team - passionate about our mission to power more effective and accountable government. By bringing the OpenGov Cloud to our nation's state and local government, we’re transforming communities so they can thrive! 

Imagine yourself being able to help small business owners open their doors faster, ensuring our tax dollars are accounted for, creating safer infrastructure, modernizing the permitting process, and assisting with disaster recovery. The work you do here every day has a meaningful impact on people's lives!

🌟 OpenGov is a 2023 Top Workplaces USA award winner and a Forbes America's Best Startup Employer 🌟

Join our smart, fun, and humble team to experience the most rewarding career of your life!

Job Summary:

As a Customer Success Manager III (CSM III) at OpenGov, you will play a critical role in ensuring the success and satisfaction of our customers. You will work closely with customers to understand their unique goals, challenges, workflows, and drive product adoption. In this role, you will leverage your expertise in influencing key decision-makers and navigating complex process changes to effectively position OpenGov solutions and industry best practices. Your ultimate goal is to help customers realize maximum value from our platform, fostering long-term relationships and business growth. 

• Develop and execute comprehensive customer success strategies, aligning with company goals and objectives to drive customer adoption, retention, and expansion.
• Cultivate and maintain strong relationships with executive-level stakeholders within customer organizations, serving as their trusted advisor and ensuring high customer retention.
• Drive the development and delivery of high-impact customer success initiatives, such as business reviews, strategic account planning, and customer engagement programs such as user groups.
• Collaborate cross-functionally within Customer Success, Sales, Product Management, and Support teams to address customer needs, resolve issues, and drive continuous improvement.
• Analyze customer data, feedback, and usage metrics to identify trends, opportunities, and areas for improvement, providing actionable insights to customers and internal teams.
• Stay abreast of industry trends, best practices, and competitor offerings, providing insights and recommendations to inform strategic decision-making and drive customer success.
• Continuously assess and optimize customer success processes, workflows, and tools to enhance efficiency, scalability, and effectiveness.

• Bachelor's degree in Business Administration or a related field is required; government experience is preferred. 
• Minimum of 3 years in customer success, account management or a related role within the SaaS Industry
• Proven track record of managing customer relationships, driving customer satisfaction and retention, and achieving revenue growth targets.
• Excellent communication, presentation, and interpersonal skills, with the ability to build collaborative relationships.
• Strategic thinker with a customer-centric approach and a passion for delivering exceptional customer experiences.
• Demonstrated ability to thrive in a fast-paced, dynamic environment while effectively managing multiple priorities.
• Proficiency in CRM software (e.g., Salesforce, Gainsight, Gong) and other customer success tools.
• Willingness and ability to travel when required (25-30%). 

What makes OpenGov unique

» Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission-driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs, a Tech Pioneer by the World Economic Forum, and SF and Silicon Valley Business Times' 40 under 40 class of 2018!

» Growth: Record breaking growth with 1,800+ governments (and counting) using our products. Click here to read more.

» Culture: Winner of 2023 Top Workplaces USA award, Awarded Top 25 Cloud Companies to Work For, Winner of Forbes 2022 Best Startup Employers, 50 Best Workplaces award. Check out our Careers Video!

» Perks: Comprehensive medical, dental, and vision coverage for you and your family. We almost forgot to mention: New parents get paid leave to welcome your new bundle of joy into your family. Plus, a wellness stipend for gym memberships/fitness classes for medical plan enrollees, employer HSA contribution, and lunch in-office every Wednesday.

» Product: Named to the GovTech 100 (seven consecutive years), we are the leader in cloud software for our nation's cities, counties, and state agencies.

» Mission Driven: We are a technology company with a passion for the mission. We're powering more effective and accountable government.

Come join us and make a positive social impact!

OpenGov is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.