Customer Success Manager III

Role Overview

As a Customer Success Manager III at OpenGov, you will own a dedicated portfolio of ~40 high-impact customers, serving as their primary long-term partner tasked with understanding their unique goals, challenges & workflows.

What You Will Do

Strategic Portfolio Leadership, Executive Advisory, Complex Change Management, Business Impact Reporting, Retention & Growth, Adoption & Value Consulting, Cross-Functional Advocacy, Process Innovation.

Why It Might Be a Fit

You will influence the digital transformation of modern government, drive high retention and platform stickiness, and secure long-term retention through measurable business outcomes.

Requirements

• SaaS Expertise: Minimum of 3–5 years in Customer Success, Account Management, or a related high-touch SaaS role.
• Proven Track Record: Demonstrated ability to manage complex customer relationships, hit high Net Revenue Retention (NRR) targets, and drive revenue growth.
• Strategic Thinking: A customer-centric mindset with the ability to move between high-level strategy and tactical execution.
• Advanced Communication: Exceptional presentation and interpersonal skills, specifically the ability to command a room of executive-level decision-makers.
• Technical Proficiency: Willingness to be hands-on in product; Mastery of CRM and CS tools such as Salesforce, Gong, or Gainsight.
• Educational Background: Bachelor’s degree in Business Administration, Public Administration, or a related field.
• Industry Context: Previous experience in GovTech or working directly with government agencies is highly preferred.
• Travel: Willingness and ability to travel to meet with key customers in person (approx. 25-30%).

Benefits

• Comprehensive healthcare options for individuals and families
• Flexible vacation policy and paid company holidays
• 401(k) with company match
• Paid parental leave, wellness stipends, and HSA contributions
• Professional development and growth opportunities
• A collaborative office environment with weekly catered lunches