Sr. Manager, Customer Success. bei OpenGov

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. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com.

Job Summary:

Reporting to the SVP of Customer Success, the Sr. Manager of Customer Success - West oversees our West-Coast Customer Success Managers. This role is pivotal in ensuring customer satisfaction, retention, and growth by orchestrating successful onboarding, adoption, renewals, and continuous support for our clients. The ideal candidate is a strategic thinker, a capable leader, passionate about nurturing and growing customer success, and possesses exceptional communication, operational and interpersonal skills.

Responsibilities:

• Lead, inspire, and manage a team of Customer Success Managers, offering guidance, coaching, and support to help them achieve customer adoption, growth, and retention/renewal objectives.

• Implement customer success strategies and processes that align with the company's overarching goals and objectives.

• Foster strong relationships with key customers, serving as their trusted advisor and partner,

• Drive customer onboarding and adoption initiatives, collaborating closely with cross-functional teams to ensure seamless and successful customer implementations.

• Analyze customer data and feedback to identify trends, patterns, and improvement opportunities. Use these insights to devise and execute strategies that enhance customer satisfaction and spur business growth.

• Collaborate with the Sales, Customer Solutions, Professional Services, and Marketing teams to formulate and execute upsell, cross-sell, and renewal strategies, thereby boosting revenue growth and customer retention.

• Establish and monitor key performance indicators (KPIs) and metrics to gauge the success of the customer success team and its initiatives.

• Regularly provide management with reporting and analysis.

Requirements and Preferred Experience:

• 3+ years of demonstrated experience managing customer success teams, preferably within a B2B enterprise SaaS environment.

• Strong leadership skills, capable of motivating and inspiring a team.

• Exceptional interpersonal and communication skills, fostering trust and rapport with customers and internal stakeholders.

• Proven ability to craft and implement customer success strategies and initiatives that enhance customer satisfaction, retention, and growth.

• History of demonstrating strong sales acumen by consistently meeting or exceeding sales quotas, driving revenue growth and fostering client relationships.

• Analytical mindset, adept at leveraging customer data and insights to inform decisions and drive ongoing improvement.

• Proficient in project management, skilled at prioritizing and overseeing multiple customer accounts and initiatives concurrently.

• Competent in the use of customer success software platforms (e.g., Gainsight or Catalyst), CRM systems, and other relevant tools.

• Results-driven, with a history of meeting or surpassing customer success goals and objectives.

• Knowledge of the government software industry and familiarity with SaaS products and services is a plus.

$170k - $200k

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.

Why OpenGov?

A Mission That Matters.

At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust.  Some people say this is boring.  We think it’s the core of our democracy.

Opportunity to Innovate

The next great wave of innovation is unfolding with AI, and it will impact everything—from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.

A Team of Passionate, Driven People

This isn’t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Buenos Aires, Chicago, Dubuque, Plano, and Pune.

A Place to Make Your Mark

We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.

Benefits That Work for You

Enjoy an award-winning workplace with the benefits to match, including:

• Comprehensive healthcare options for individuals and families

• Flexible vacation policy and paid company holidays

• 401(k) with company match (USA only)

• Paid parental leave, wellness stipends, and HSA contributions

• Professional development and growth opportunities

• A collaborative office environment with weekly catered lunches