Customer Success Manager II - San Francisco, CA

As a Customer Success Manager II at OpenGov, you own and manage a portfolio of ~80 customers, ensuring they don’t just use our software but transform how they serve their communities. This is not a passive support role; it is a proactive, commercially-driven position designed for a high-achiever who thrives on organization, relationship-building, and hitting retention targets.

Responsibilities

Strategic Portfolio Management: Own the end-to-end lifecycle for your customers, moving beyond reactive support to become a proactive partner in their success; Risk Mitigation & Retention: Use data-driven insights to identify at-risk accounts early. You will develop and execute plans to stabilize usage and secure renewals on time; Commercial Ownership: Manage the full renewal cycle. You are responsible for maintaining high Net Revenue Retention (NRR) and identifying expansion opportunities where our solutions meet evolving customer needs; Adoption Mastery: Conduct regular executive business reviews (EBRs) to align OpenGov’s value proposition with the customer’s changing legislative or budgetary goals; Internal Advocacy: Act as the Voice of the Customer for our Product and Engineering teams, ensuring the frontline reality of government work shapes our roadmap; Process Excellence: Contribute to the playbook. As a CSM II, you’ll help refine our workflows for churn prevention and onboarding efficiency

Requirements

Minimum 1.5+ years of experience in Customer Success or Account Management within the SaaS industry; Demonstrated experience in Customer Success or equivalent research completed; strong desire to build a sustainable career in Customer Success; Experience managing a large book of business (50+ accounts) and mastered the art of the scale; Comfortable discussing budgets, navigating renewal contracts, and handling objections; Enjoy turning a frustrated customer into a brand advocate; comfortable in gray areas of problem-solving; Ability to look at a health score or usage dashboard and translate that data into an actionable outreach strategy

Nice to have

Experience working with (or selling to) local/state government

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