Customer Sucess Manager III - Dallas, TX
About The Position
OpenGov is hiring a Customer Success Manager III to lead the long-term success of a portfolio of approximately 40 high-impact customers. The role partners with public-sector organizations to understand their goals, challenges, and workflows, and to align OpenGov’s platform with their legislative goals and operational needs. It is a senior-level position focused on navigating complex stakeholder environments, supporting process transformation, and securing retention through measurable business outcomes. The Customer Success Manager acts as a trusted advisor to executive stakeholders, promotes adoption and workflow optimization, and communicates the platform’s business impact and ROI. The role also works across Sales, Product, and Support to address customer roadblocks and represent customer needs, while helping improve internal workflows for churn prevention and onboarding efficiency. The position is based in Dallas, Texas, and involves approximately 25–30% travel to meet key customers in person.
Requirements
- At least 3–5 years of experience in Customer Success, Account Management, or a related high-touch SaaS role.
- Demonstrated ability to manage complex customer relationships, meet high Net Revenue Retention targets, and drive revenue growth.
- Customer-centric approach and ability to move between high-level strategy and tactical execution.
- Exceptional presentation and interpersonal skills, including the ability to command a room of executive-level decision-makers.
- Willingness to work hands-on with the product and proficiency with CRM and customer success tools such as Salesforce, Gong, or Gainsight.
- Bachelor’s degree in Business Administration, Public Administration, or a related field.
- Willingness and ability to travel approximately 25–30% to meet with key customers in person.
Nice To Haves
- Previous experience in GovTech or working directly with government agencies.
Responsibilities
- Own the end-to-end success strategy for approximately 40 customers, aligning OpenGov’s platform with their legislative goals and operational challenges.
- Build and maintain relationships with Department Heads, City Managers, and Finance Directors, serving as a trusted advisor.
- Guide customers through significant process changes using industry best practices to improve product adoption and workflow optimization.
- Design and deliver Executive Business Reviews that translate product usage data into business value and ROI for stakeholders.
- Monitor portfolio health to mitigate churn risk and identify expansion opportunities aligned with customer roadmaps.
- Design programs to maximize customer adoption and achieve measurable increases in value.
- Partner with Sales, Product, and Support to resolve complex roadblocks and communicate customer feedback to inform product development.
- Help develop workflows and playbooks for churn prevention and onboarding efficiency.
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.
- Collaborative office environment with weekly catered lunches.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
