Sr. Customer Success Manager - Atlanta, GA

OpenGov•Atlanta, GA

4d•$130,000 - $180,000

About The Position

OpenGov is hiring a Senior Customer Success Manager to manage complex, high-stakes enterprise relationships and support long-term customer health, churn prevention, and account expansion. The role owns a portfolio of approximately 20 accounts and is accountable for net retention, renewals, and enterprise product usage. The Senior Customer Success Manager partners with Sales and Product leadership to refine go-to-market strategy, advocates for customers, and mentors the broader Customer Success organization. The role also involves meeting customers in person and leading regional user groups to increase product value and build a community of power users.

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 quickly master OpenGov’s product areas, including local and state government, special districts, and higher education.
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 in methodologies such as MEDDIC or Challenger.
Graduate degree.

Responsibilities

Own net retention, renewals, and enterprise product usage across a high-value customer portfolio.
Use 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 customers 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 escalations proactively.
Travel to meet customers in person and lead regional user groups.
Complete advanced OpenGov training and apply product and sales-methodology knowledge to mentor junior customer success managers.
Partner with Sales and Product leadership to refine go-to-market strategy.