Sr. Manager, Customer Operations

Senior Manager Of Customer Operations

OpenGov is seeking a Senior Manager of Customer Operations to lead the operational and analytical function supporting the full post-sales technical organization, inclusive of Professional Services, Customer Support, and Customer Success Engineering. This leader will manage a small team of operations individual contributors and own the business consulting, financial performance management, capacity and headcount planning, and systems strategy that keep the technical customer organizations performing to plan. In addition to partnering directly with Professional Services and Customer Solutions leadership, this role will work cross-functionally with Finance, Accounting Go-To-Market Strategy, R&D and HR/Talent Acquisition to translate business targets into action.

This is a hands-on, high-ownership role on a team that runs lean by design. The expectation is to diagnose the problem, collaborate to build the model, drive the operational cadence, implement the system, drive adoption, and measure the result. AI is the default operating method for this team, and this leader will set the standard for how AI is applied to analysis, reporting, forecasting, and workflow design across the customer organization.

Responsibilities

• Lead, coach, and develop a small team of operations individual contributors, setting priorities, reviewing analytical work, and managing performance.

• Serve as the operating partner and internal business consultant to Professional Services and Customer Solutions leadership by framing problems, building the supporting analysis, recommending a course of action, and driving it to a measurable outcome.

• Own the operating rhythm of the customer organization including; services revenue forecasting, utilization and billable attainment, and backlog burn-down to partner with and hold the business accountable to achieving targets.

• Manage Professional Services margin through rate realization, delivery mix, partner leverage, and project-level margin variance analysis, partnering with Finance to identify and close performance gaps.

• Own capacity planning and resource modeling across delivery and support functions, translating pipeline, backlog, and demand signals into staffing requirements, hiring triggers, and scenario models.

• Own the headcount plan for the customer organization and partner with Talent Acquisition on requisition sequencing, candidate scorecards, interview support, and time-to-productivity tracking.

• Lead systems strategy, implementation, and adoption across the post-sales technology stack, including the professional services automation tool (Rocketlane), the company CRM (Salesforce), and reporting systems (Looker & TextQL), owning each implementation from requirements through user acceptance testing, rollout, and measured adoption.

• Design and deploy AI-enabled workflows across the customer organization, embedding AI into forecasting, reporting, business review preparation, knowledge management, case deflection, and internal analysis.

• Partner with Product and R&D as the services model evolves toward direct product engineering engagement with customers, defining the operational model for that collaboration and channeling delivery and support insight into the roadmap.

• Champion the end-to-end customer experience, using support case drivers, adoption data, and delivery feedback to support in-app enablement, guided onboarding, and low-friction paths for customers to reach support, so that self-service is the easiest path rather than the fallback.

• Govern & maintain the metrics layer for the customer organization, establishing consistent definitions, trusted dashboards, and reporting that leadership uses to run the weekly, monthly, and quarterly operating cadence.

• Lead month-end and quarter-end close activities for the Professional Services organization as part of the broader Revenue Operations and Finance process, with emphasis on milestone validation, time-and-materials invoicing readiness, and revenue recognition inputs.

• Define and continuously improve cross-functional handoffs, including pre-sales scoping into delivery, delivery into support, escalation paths, and account risk signals feeding renewal.

• Provide analytical support to Professional Services pricing in partnership with Finance and Deal Desk, including rate card benchmarking, discount and exception reporting, and margin impact analysis.

• Partner with Enablement, or lead directly where team capacity requires, on onboarding, playbooks, process documentation, and change management for customer-facing teams.

• Take on unscoped and ambiguous problems as they surface, prioritizing business impact over role boundaries.

Requirements And Preferred Experience

• Minimum of four years in a revenue operations leadership role required, with demonstrated upward progression through an operations, business analytics, or finance function required

• Experience managing or formally leading individual contributors required, with the ability to raise the analytical bar of a team while remaining hands-on

• Direct experience supporting a Professional Services, Support, or broader post-sales organization within a business-to-business SaaS model required

• Demonstrated ownership of forecasting and financial planning against revenue, margin, and utilization targets required, with a track record of the business achieving those targets

• Hands-on experience with services margin management, capacity modeling, resource management, and headcount planning required

• Proven track record leading systems implementations from requirements through adoption across professional services automation, CRM, and support or customer success platforms required

• Advanced analytical capability required, including the ability to independently assemble disparate data sets into a defensible model in Excel or Google Sheets and to work directly within a BI tool

• Demonstrated AI-first working habits required, with specific examples of applying AI tooling to compress cycle time, reduce manual effort, or improve decision quality

• Crisp written and verbal communication skills required, including the ability to present recommendations to executive stakeholders and defend them with data

• Hustle and grit required. This is a build-and-operate role on a lean team and not a role to coast in. Comfort with ambiguity and shifting priorities

• Bachelor's degree in business, finance, economics, or a related analytical discipline required, or commensurate experience

• Salesforce experience preferred

• Rocketlane experience a plus

Compensation

Chicago, IL: $150,000 - $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.

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 everythingfrom 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, Chicago, Dubuque, Dallas, 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

• Paid parental leave, wellness stipends, and HSA contributions

• Professional development and growth opportunities

• A