Customer Sucess Manager III - Boston, MA

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 & 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.

Responsibilities

Own the end-to-end success strategy for ~40 customers, aligning OpenGov’s platform with their specific legislative goals and operational challenges; 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; Guide customers through significant process changes, leveraging industry best practices to ensure deep product adoption and workflow optimization; Design and deliver high-impact Executive Business Reviews (EBRs) that translate usage data into tangible value and ROI for stakeholders; Proactively monitor portfolio health to mitigate churn risk and identify expansion opportunities that align with the customer’s long-term roadmap; Design programs to maximize the adoption of OpenGov across your customers, resulting in a measurable increase in value; Partner with Sales, Product, and Support teams to resolve complex roadblocks and ensure the "Voice of the Customer" informs our future product development; Contribute to the "playbook." As a CSM III, you’ll help build our workflows for churn prevention and onboarding efficiency

Requirements

Minimum of 3–5 years in Customer Success, Account Management, or a related high-touch SaaS role; Demonstrated ability to manage complex customer relationships, hit high Net Revenue Retention (NRR) targets, and drive revenue growth; A customer-centric mindset with the ability to move between high-level strategy and tactical execution; Exceptional presentation and interpersonal skills, specifically the ability to command a room of executive-level decision-makers; Willingness to be hands-on in product; Mastery of CRM and CS tools such as Salesforce, Gong, or Gainsight; Bachelor’s degree in Business Administration, Public Administration, or a related field; Willingness and ability to travel to meet with key customers in person (approx. 25-30%)

Nice to have

Previous experience in GovTech or working directly with government agencies

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; A collaborative office environment with weekly catered lunches