Customer Sucess Manager III - San Francisco, CA
About The Position
As a Customer Success Manager III at OpenGov, you will own a portfolio of approximately 40 high-impact customers and serve as their primary long-term partner. You will learn their goals, challenges, and workflows, and align OpenGov’s platform with their legislative goals and operational needs. This senior-level role focuses on navigating complex stakeholder environments, supporting process transformation, and securing retention through measurable business outcomes. You will advise executive stakeholders, guide customers through change and adoption, and use product usage data to demonstrate business impact and return on investment. You will also identify retention risks and opportunities for growth, advocate for customer needs across internal teams, and help improve customer success processes.
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 mindset and ability to move between high-level strategy and tactical execution.
- Exceptional presentation and interpersonal skills, including the ability to engage executive-level decision-makers.
- Willingness to work hands-on in the product and mastery of 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 to meet key customers in person approximately 25–30% of the time.
Nice To Haves
- Previous experience in GovTech or working directly with government agencies.
Responsibilities
- Own the end-to-end success strategy for a portfolio of approximately 40 customers, aligning OpenGov’s platform with their legislative goals and operational challenges.
- Build and nurture 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 adoption and optimize workflows.
- Design and deliver Executive Business Reviews that translate usage data into tangible value and ROI for stakeholders.
- Monitor portfolio health, mitigate churn risk, and identify expansion opportunities aligned with customers’ long-term roadmaps.
- Design programs to maximize adoption of OpenGov and produce measurable increases in customer value.
- Partner with Sales, Product, and Support teams 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
