Senior Customer Success Manager
opengovEast Boston (MA)
Senior Customer Success Manager
Posted 2 days ago
opengovEast Boston (MA)
SENIORITY
Manager
About the role
As a Senior Customer Success Manager at OpenGov, you are a cornerstone of our field leadership teamYou will manage our most complex, high-stakes enterprise relationships, ensuring long-term health, churn prevention, and expansion within your assigned portfolio of ~20 accountsBeyond 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 organizationPortfolio Ownership: Take direct accountability for the net retention, renewals, and enterprise usage of a high-value customer base across OpenGov's portfolio of productsSolution Prescription: Leverage comprehensive customer success plans to help align OpenGov's products to customers' unique goals, driving predictable adoption, retention & expansionExecutive Influence: Proactively identify and connect with senior stakeholders - including Finance Directors, City Managers, and Council Members - to align OpenGov's value with their strategic initiativesCross-Functional Leadership: Work as a bridge between customers and OpenGov's Product and Field leadership to drive product improvements and resolve high-priority escalationsCustomer Advocacy: Manage and advocate for a large list of accounts, maintaining high satisfaction through rapid issue resolution and proactive escalation managementCommunity Building: Travel to engage customers in person and lead regional user groups to accelerate product value and foster a community of power usersOperational Excellence: Complete advanced OpenGov training to become an expert in our unique sales approach and product messaging, then apply those insights to mentor junior CSMsBenefitsWork from anywhereUnlimited vacationMission-driven colleaguesWorld-class healthcareProfessional developmentThis is a role for a strategically-minded senior CS professional who thrives on over-achieving retention targets and driving digital transformation at scaleTechnical & Business Acumen: Highly proficient in Salesforce, G-Suite, and modern CS platforms; able to translate technical features into business outcomesEducation: Bachelor's degree required; Sales training methodologies (e.g., MEDDIC, Challenger) or a Graduate Degree is a major plusExecutive Presence: Outstanding communication, negotiation, and presentation skills, with a demonstrated ability to build collaborative relationships at the executive levelTravel: Willingness and ability to travel as required to meet customers and lead regional eventsIndustry Knowledge: Rapid ability to master OpenGov's product verticals, including local/state government, special districts, and higher educationSenior SaaS Experience: 5+ years of account management, customer success, or sales experience, ideally within a complex technology, finance, or accounting SaaS environmentProven Over-Achievement: A consistent track record of exceeding quarterly retention and revenue goals
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