Job details

Customer Success Manager II

OpenGov is home to an exceptional team - passionate about our mission to power more effective and accountable government. By bringing the OpenGov Cloud to our nation's state and local government, we’re transforming communities so they can thrive!

Imagine yourself being able to help small business owners open their doors faster, ensuring our tax dollars are accounted for, creating safer infrastructure, modernizing the permitting process, and assisting with disaster recovery. The work you do here every day has a meaningful impact on people's lives!

🌟 OpenGov is a 2023 Top Workplaces USA award winner and a Forbes America's Best Startup Employer 🌟

Join our smart, fun, and humble team to experience the most rewarding career of your life!

Job Summary:

Within the CS function, the Customer Success Management (CSM) team is the one responsible for maintaining and growing the business relations between us and our customers. This position will be responsible for understanding the customer’s goals, pain points, and workflows in order to successfully drive product adoption, retention, and program expansion. CSMs will use their ability to influence decision makers and their experience driving complex process changes to successfully position OpenGov solutions and best practices to ensure maximize value to the customer.

Responsibilities

KPIs (MBO): Adoption (usage), Program Expansion, Relationships and Satisfaction (NPS) and Commercial (retention and upsells)
Use a consultative approach to drive platform adoption, engagement and expansion across a territory of 40-80 government customers
Build strong relationships with customers and make them OpenGov evangelists, ensuring high customer retention and satisfaction rates
Become the go-to person and escalation point for issues and opportunities by key personnel at the customer
Monitor customers’ health, usage and ongoing/changing needs and execute playbooks to assist them in maximizing value from our solutions
Maintain a deep understanding of the product and communicate features and functionality that will improve their workflow
Develop and execute plans to expand relations with the customers at both elected and appointed official levels, in a multitude of ways: electronic, direct, face-to-face
Understand the agencies’ “big picture”, proactively position value, and assist with execution, Support the Professional Services and Technical Support teams in deploying solutions, training customers and driving more effective usage
Compliment key product discussions by gathering and communicating customer feedback and feature requests
Occasionally travel to meet customers in-person, identify expansion opportunities, manage upsells on your own and coordinate / tee-up cross-sell with sales executives

Requirements and Preferred Experience:

4+ years of experience in Customer Success Management within a fast-growing company
Ability to adapt to a rapidly changing product and respond strategically to customer needs
Proven experience working at SaaS companies and solutions
Strong interpersonal skills and track record of building collaborative relationships
Familiarity with sales cycles in competitive marketsTechnical aptitude and proficiency with Salesforce as well as emerging CS solutions like CSM platforms (i.e. Gainsight, Komiko, etc), in-app guidance, marketing automation, and more
Experience with government budgeting concepts and practices and/or finance/budgeting solutions is a plus
Exceptional presentation, organizational, and communication skills (both written and verbal)

$71,969 - $90,000 a year

On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.

The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

What makes OpenGov unique

» Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission-driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs, a Tech Pioneer by the World Economic Forum, and SF and Silicon Valley Business Times' 40 under 40 class of 2018!

» Growth: Record breaking growth with 1,800+ governments (and counting) using our products. Click here to read more.

» Culture: Winner of 2023 Top Workplaces USA award, Awarded Top 25 Cloud Companies to Work For, Winner of Forbes 2022 Best Startup Employers, 50 Best Workplaces award. Check out our Careers Video!

» Perks: Comprehensive medical, dental, and vision coverage for you and your family. We almost forgot to mention: New parents get paid leave to welcome your new bundle of joy into your family. Plus, a wellness stipend for gym memberships/fitness classes for medical plan enrollees, employer HSA contribution, and lunch in-office every Wednesday.

» Product: Named to the GovTech 100 (seven consecutive years), we are the leader in cloud software for our nation's cities, counties, and state agencies.

» Mission Driven: We are a technology company with a passion for the mission. We're powering more effective and accountable government.

Come join us and make a positive social impact!

OpenGov is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

OpenGov Glassdoor Company Review

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CEO of OpenGov

Zac Bookman

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Average salary estimate

$80984.5 / YEARLY (est.)

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$71969K

$90000K

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What You Should Know About Customer Success Manager II, OpenGov

At OpenGov, we’re on an exciting mission to transform government processes so communities can thrive, and we’re looking for a passionate Customer Success Manager II to join our team in Boston, MA! As a CSM, you’ll play a pivotal role in the success of our state and local government clients by ensuring they derive maximum value from our solutions. Your days will be filled with engaging conversations and strategic discussions, as you work closely with 40-80 government customers to understand their unique goals and challenges. You'll become their go-to expert, helping them navigate our OpenGov Cloud platform while fostering strong relationships that keep them coming back! By employing a consultative approach, you’ll drive product adoption, retention, and expansion, all while making a positive impact in your community. This is not just about numbers; it’s about truly understanding the “big picture” and becoming an advocate for our customers. You’ll gather feedback and make suggestions for improvements, act as the escalation point for their needs, and collaborate with internal teams to deliver exceptional value. We thrive in a fast-paced environment, and your adaptability will be key to thriving in this role. Plus, with a supportive and fun company culture that has been recognized by Forbes and other accolades, this opportunity is sure to carve a path to professional growth and career satisfaction. If you’re ready to elevate your career and make a meaningful contribution, come join us at OpenGov where your work matters!

Frequently Asked Questions (FAQs) for Customer Success Manager II Role at OpenGov

What does a Customer Success Manager II do at OpenGov?

A Customer Success Manager II at OpenGov is responsible for fostering client relationships and ensuring effective use of our software solutions within the government sector. This role involves understanding customer goals, driving product adoption, and collaborating with various stakeholders to enhance their experience and satisfaction.