Customer Sucess Manager III - Boston, MA

About the role

As a Customer Success Manager III at OpenGov, you are a strategic architect of customer value. You will own a dedicated portfolio of ~40 high-impact customers, serving as their primary long-term partner tasked with understanding their unique goals, challenges, and workflows. This is a senior-level role for a CSM who excels at navigating complex political landscapes, driving process transformation, and securing long-term retention through measurable business outcomes. You won't just manage accounts; you will influence the digital transformation of modern government.

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. The mission is to power more effective and accountable government.

Responsibilities

• Strategic Portfolio Leadership: Own the end-to-end success strategy for ~40 customers, aligning OpenGov’s platform with their specific legislative goals and operational challenges.
• Executive Advisory: Build and nurture deep relationships with Department Heads, City Managers, and Finance Directors, acting as a trusted advisor to drive high retention and platform stickiness.
• Complex Change Management: Guide customers through significant process changes, leveraging industry best practices to ensure deep product adoption and workflow optimization.
• Business Impact Reporting: Design and deliver high-impact Executive Business Reviews (EBRs) that translate usage data into tangible value and ROI for stakeholders.
• Retention & Growth: Proactively monitor portfolio health to mitigate churn risk and identify expansion opportunities that align with the customer’s long-term roadmap.
• Adoption & Value Consulting: Design programs to maximize the adoption of OpenGov across your customers, resulting in a measurable increase in value.
• Cross-Functional Advocacy: Partner with Sales, Product, and Support teams to resolve complex roadblocks and ensure the "Voice of the Customer" informs future product development.
• Process Innovation: Contribute to the "playbook." As a CSM III, you’ll help build workflows for churn prevention and onboarding efficiency.

Requirements

• SaaS Expertise: Minimum of 3–5 years in Customer Success, Account Management, or a related high-touch SaaS role.
• Proven Track Record: Demonstrated ability to manage complex customer relationships, hit high Net Revenue Retention (NRR) targets, and drive revenue growth.
• Strategic Thinking: A customer-centric mindset with the ability to move between high-level strategy and tactical execution.
• Advanced Communication: Exceptional presentation and interpersonal skills, specifically the ability to command a room of executive-level decision-makers.
• Technical Proficiency: Willingness to be hands-on in product; mastery of CRM and CS tools such as Salesforce, Gong, or Gainsight.
• Educational Background: Bachelor’s degree in Business Administration, Public Administration, or a related field.
• Industry Context: Previous experience in GovTech or working directly with government agencies is highly preferred.
• Travel: Willingness and ability to travel to meet with key customers in person (approx. 25–30%).

Pay

Boston, MA: $105,000 – $115,000 on-target earnings (base plus a portion of variable compensation earned based on company and individual performance). Final compensation determined by qualifications, expertise, and geographical location.

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