Sr. Customer Success Manager

OpenGov • Boston, MA

47d • $125,000 - $145,000

About The Position

As a Senior Customer Success Manager at OpenGov, you will serve as a strategic advisor and partner to a portfolio of high-impact customers. You will leverage your experience in customer engagement, cross-functional leadership, and strategic account management to drive product adoption, customer retention, and revenue expansion. This role requires strong business acumen, the ability to influence executive stakeholders, and the strategic insight to align OpenGov solutions with customer priorities. Your work will directly contribute to customer satisfaction, long-term loyalty, and company growth.

Requirements

• Bachelor's degree in Business, Public Administration, or a related field required; Master's degree or formal sales/customer success training is a plus.
• Minimum of 5 years of experience in customer success, account management, or a strategic client-facing role within the SaaS industry, ideally supporting complex, multi-stakeholder accounts.
• Demonstrated success managing large or strategic accounts, driving customer satisfaction, reducing churn, and contributing to revenue growth.
• Strong executive presence and excellent communication skills with a proven ability to influence senior stakeholders and navigate complex organizational dynamics.
• Strategic thinker with strong analytical capabilities and a customer-first mindset.
• Comfortable managing a book of business with multiple customers at varying lifecycle stages, using data and processes to prioritize and drive outcomes.
• Proficiency in CRM software (e.g., Salesforce, Gainsight, Gong) and other customer success tools.
• Ability to work autonomously while collaborating across departments in a fast-paced, dynamic environment.
• Willingness and ability to travel 25-30% of the time.

Nice To Haves

• Master's degree or formal sales/customer success training is a plus.

Responsibilities

• Develop and execute comprehensive customer success plans that align customer goals with OpenGov's solutions to drive adoption, retention, and expansion.
• Cultivate deep, trust-based relationships with key customer stakeholders, including executive sponsors and operational leaders, to ensure alignment and satisfaction.
• Lead strategic initiatives such as business reviews, account planning, and customer health assessments to proactively identify risks and opportunities.
• Serve as a strategic partner to Sales and Product teams by surfacing customer insights, identifying expansion opportunities, and influencing roadmap decisions.
• Act as a subject matter expert across customer verticals (e.g., state/local government, education, non-profits) to provide tailored guidance and maximize platform value.
• Design and execute customer engagement programs such as user groups, workshops, and webinars that foster community and encourage solution adoption.
• Analyze customer usage data, feedback, and business outcomes to provide actionable insights internally and externally.
• Contribute to continuous improvement by refining internal processes, developing best practices, and mentoring team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Number of Employees: 501-1,000 employees