Sr. Customer Success Manager - Boston, MA
About The Position
As a Senior Customer Success Manager at OpenGov, you will manage approximately 20 complex, high-stakes enterprise relationships, with accountability for long-term customer health, churn prevention, retention, renewals, usage, and expansion. You will use customer success plans to align OpenGov products with customers’ goals and drive adoption and value. The role involves building relationships with senior public-sector stakeholders, advocating for customers, resolving escalations, and partnering with Sales, Product, and field leadership to improve products and refine go-to-market strategy. You will also travel to meet customers and lead regional user groups, complete advanced OpenGov training, and mentor junior customer success managers. OpenGov serves local and state governments and related public-sector organizations with AI and ERP solutions across areas including asset management, procurement, accounting, billing, permitting, and transparency. The company describes its environment as fast-paced and results-driven, with a performance-based culture and collaborative offices.
Requirements
- At least 5 years of account management, customer success, or sales experience.
- Consistent track record of exceeding quarterly retention and revenue goals.
- Outstanding communication, negotiation, and presentation skills, with the ability to build collaborative relationships at the executive level.
- Ability to rapidly master OpenGov product verticals, including local and state government, special districts, and higher education.
- High proficiency in Salesforce, G-Suite, and modern customer success platforms.
- Ability to translate technical features into business outcomes.
- Bachelor’s degree required.
- Willingness and ability to travel as required to meet customers and lead regional events.
Nice To Haves
- Experience in a complex technology, finance, or accounting SaaS environment.
- Sales training methodology experience, such as MEDDIC or Challenger.
- Graduate degree.
Responsibilities
- Own net retention, renewals, and enterprise usage across a high-value portfolio of approximately 20 customer accounts.
- Use comprehensive customer success plans to align OpenGov products with customers’ goals and drive adoption, retention, and expansion.
- Build relationships with senior stakeholders, including Finance Directors, City Managers, and Council Members, and align OpenGov’s value with their strategic initiatives.
- Bridge customer needs and OpenGov’s Product and Field leadership to drive product improvements and resolve high-priority escalations.
- Advocate for assigned accounts, maintain customer satisfaction, resolve issues rapidly, and manage proactive escalations.
- Travel to meet customers in person and lead regional user groups to accelerate product value and develop a community of power users.
- Complete advanced OpenGov training and apply product and sales-approach expertise to mentor junior customer success managers.
- Partner with Sales and Product leadership to refine go-to-market strategy.
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
