Sr. Customer Success Manager
OpenGov • Boston, MA2d • $130,000 - $180,000 • Onsite
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Sr. Customer Success Manager - Boston, MA
OpenGov•Boston, MA
•$130,000 - $180,000•Onsite
About The Position
As a Senior Customer Success Manager at OpenGov, you are a cornerstone of our field leadership team. You will manage our most complex, high-stakes enterprise relationships, ensuring long-term health, churn prevention, and expansion within your assigned portfolio of ~20 accounts. Beyond managing your own portfolio, you will partner with Sales and Product leadership to refine our go-to-market strategy and serve as a mentor to the broader CS organization. This is a role for a strategically-minded senior CS professional who thrives on over-achieving retention targets and driving digital transformation at scale.
Requirements
- 5+ years of account management, customer success, or sales experience, ideally within a complex technology, finance, or accounting SaaS environment.
- A consistent track record of exceeding quarterly retention and revenue goals.
- Outstanding communication, negotiation, and presentation skills, with a demonstrated ability to build collaborative relationships at the executive level.
- Rapid ability to master OpenGov’s product verticals, including local/state government, special districts, and higher education.
- Highly proficient in Salesforce, G-Suite, and modern CS platforms; able 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
- Sales training methodologies (e.g., MEDDIC, Challenger)
- A Graduate Degree
Responsibilities
- Take direct accountability for the net retention, renewals, and enterprise usage of a high-value customer base across OpenGov’s portfolio of products.
- Leverage comprehensive customer success plans to help align OpenGov’s products to customers’ unique goals, driving predictable adoption, retention & expansion.
- Proactively identify and connect with senior stakeholders—including Finance Directors, City Managers, and Council Members—to align OpenGov’s value with their strategic initiatives.
- Work as a bridge between customers and OpenGov’s Product and Field leadership to drive product improvements and resolve high-priority escalations.
- Manage and advocate for a large list of accounts, maintaining high satisfaction through rapid issue resolution and proactive escalation management.
- Travel to engage customers in person and lead regional user groups to accelerate product value and foster a community of power users.
- Complete advanced OpenGov training to become an expert in our unique sales approach and product messaging, then apply those insights to mentor junior CSMs.
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
- A collaborative office environment with weekly catered lunches.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
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