Customer Sucess Manager III - Boston, MA

OpenGov•Boston, MA

2d•$105,000 - $135,000•Hybrid

About The Position

As a Customer Success Manager III at OpenGov, you are a strategic architect of customer value. 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. This is a senior-level role for a CSM who excels at navigating complex political landscapes, driving process transformation, and securing long-term retention through measurable business outcomes. You won't just manage accounts; you will influence the digital transformation of modern government.

Requirements

Minimum of 3–5 years in Customer Success, Account Management, or a related high-touch SaaS role.
Demonstrated ability to manage complex customer relationships, hit high Net Revenue Retention (NRR) targets, and drive revenue growth.
A customer-centric mindset with the ability to move between high-level strategy and tactical execution.
Exceptional presentation and interpersonal skills, specifically the 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 a related field.
Previous experience in GovTech or working directly with government agencies is highly preferred.
Willingness and ability to travel to meet with key customers in person (approx. 25-30%).

Responsibilities

Own the end-to-end success strategy for ~40 customers, aligning OpenGov’s platform with their specific legislative goals and operational challenges.
Build and nurture deep relationships with Department Heads, City Managers, and Finance Directors, acting as a trusted advisor to drive high retention and platform stickiness.
Guide customers through significant process changes, leveraging industry best practices to ensure deep product adoption and workflow optimization.
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 that align with the customer’s long-term roadmap.
Be able to design programs to maximize the adoption of OpenGov across your customers, resulting in a measurable increase in value.
Partner with Sales, Product, and Support teams to resolve complex roadblocks and ensure the "Voice of the Customer" informs our future product development.
Contribute to the "playbook." As a CSM III, you’ll help build our workflows for churn prevention and onboarding efficiency.