Sr. Customer Success Manager - San Francisco, CA

Senior Customer Success Manager

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.

As a Senior Customer Success Manager at OpenGov, you are a cornerstone of our field leadership team. You will manage our most complex, high-stakes enterprise relationships, ensuring long-term health, churn prevention, and expansion within your assigned portfolio of ~20 accounts. Beyond 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 organization. This is a role for a strategically-minded senior CS professional who thrives on over-achieving retention targets and driving digital transformation at scale.

Key Responsibilities

• Portfolio Ownership: Take direct accountability for the net retention, renewals, and enterprise usage of a high-value customer base across OpenGov's portfolio of products.
• Solution Prescription: Leverage comprehensive customer success plans to help align OpenGov's products to customers' unique goals, driving predictable adoption, retention & expansion.
• Executive Influence: Proactively identify and connect with senior stakeholdersincluding Finance Directors, City Managers, and Council Membersto align OpenGov's value with their strategic initiatives.
• Cross-Functional Leadership: Work as a bridge between customers and OpenGov's Product and Field leadership to drive product improvements and resolve high-priority escalations.
• Customer Advocacy: Manage and advocate for a large list of accounts, maintaining high satisfaction through rapid issue resolution and proactive escalation management.
• Community Building: Travel to engage customers in person and lead regional user groups to accelerate product value and foster a community of power users.
• Operational Excellence: Complete advanced OpenGov training to become an expert in our unique sales approach and product messaging, then apply those insights to mentor junior CSMs.

Requirements and Preferred Experience

• Senior SaaS Experience: 5+ years of account management, customer success, or sales experience, ideally within a complex technology, finance, or accounting SaaS environment.
• Proven Over-Achievement: A consistent track record of exceeding quarterly retention and revenue goals.
• Executive Presence: Outstanding communication, negotiation, and presentation skills, with a demonstrated ability to build collaborative relationships at the executive level.
• Industry Knowledge: Rapid ability to master OpenGov's product verticals, including local/state government, special districts, and higher education.
• Technical & Business Acumen: Highly proficient in Salesforce, G-Suite, and modern CS platforms; able to translate technical features into business outcomes.
• Education: Bachelor's degree required; Sales training methodologies (e.g., MEDDIC, Challenger) or a Graduate Degree is a major plus.
• Travel: Willingness and ability to travel as required to meet customers and lead regional events.

Compensation

San Francisco, CA: $145,000 - $180,000

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.