Customer Success Manager III at OpenGov

Boston, Massachusetts, United States

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$110,000 – $125,000Compensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Government Technology, Public Sector, SaaSIndustries

Requirements

Bachelor's degree in Business Administration or a related field (required); government experience preferred
Minimum of 3 years in customer success, account management, or a related role within the SaaS industry
Proven track record of managing customer relationships, driving customer satisfaction and retention, and achieving revenue growth targets
Excellent communication, presentation, and interpersonal skills, with the ability to build collaborative relationships
Strategic thinker with a customer-centric approach and a passion for delivering exceptional customer experiences
Demonstrated ability to thrive in a fast-paced, dynamic environment while effectively managing multiple priorities
Proficiency in CRM software (e.g., Salesforce, Gong) and other customer success tools
Willingness and ability to travel when required (25-30%)

Responsibilities

Develop and execute comprehensive customer success strategies, aligning with company goals and objectives to drive customer adoption, retention, and expansion
Cultivate and maintain strong relationships with executive-level stakeholders within customer organizations, serving as their trusted advisor and ensuring high customer retention
Drive the development and delivery of high-impact customer success initiatives, such as business reviews, strategic account planning, and customer engagement programs such as user groups
Collaborate cross-functionally within Customer Success, Sales, Product Management, and Support teams to address customer needs, resolve issues, and drive continuous improvement
Analyze customer data, feedback, and usage metrics to identify trends, opportunities, and areas for improvement, providing actionable insights to customers and internal teams
Stay abreast of industry trends, best practices, and competitor offerings, providing insights and recommendations to inform strategic decision-making and drive customer success
Continuously assess and optimize customer success processes, workflows, and tools to enhance efficiency, scalability, and effectiveness

Skills

Customer Success

Account Management

Product Adoption

Stakeholder Management

Executive Relationships

Business Reviews

Retention Strategies

Expansion Strategies

ERP Solutions

Public Sector

OpenGov

Cloud-based software for government organizations

About OpenGov

OpenGov provides cloud-based software solutions tailored for the public sector, focusing on strategic budgeting, planning, permitting, licensing, and code enforcement. Their products help government organizations transition from paper-based processes to digital workflows, significantly reducing the time and resources needed for tasks like budget creation, which can be completed in half the usual time. OpenGov stands out from competitors by leveraging extensive experience in the public sector to address specific challenges faced by local governments, such as outdated systems and the need for transparency. The company's goal is to empower government leaders with better data analysis tools to enhance decision-making and improve engagement with constituents.

Redwood City, CaliforniaHeadquarters

2012Year Founded

$221.8MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, Government & Public SectorIndustries

501-1,000Employees

Benefits

Competitive Salary

Work from Anywhere

Unlimited Vacation

Mission-Driven Colleagues

World-Class Healthcare

Professional Development

Family Matters

Amazing Customers

Risks

Increased competition from other SaaS providers targeting the public sector.

Integration challenges from iGovServices acquisition may disrupt existing services.

Reliance on cloud solutions makes OpenGov vulnerable to service outages.

Differentiation

OpenGov specializes in cloud-based solutions tailored for the public sector.

The company offers strategic budgeting, permitting, and licensing software for governments.

OpenGov's software reportedly halves the time needed for budget creation.

Upsides

Growing demand for cloud solutions as governments modernize outdated systems.

Acquisition of iGovServices expands OpenGov's offerings into tax and revenue management.

Rising adoption of electronic bidding systems enhances OpenGov's procurement solutions.

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