Sr. Manager, Customer Success. at OpenGov

San Francisco, California, United States

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$170,000 – $200,000Compensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Enterprise SoftwareIndustries

Requirements

3+ years of demonstrated experience managing customer success teams, preferably within a B2B enterprise SaaS environment
Strong leadership skills, capable of motivating and inspiring a team
Exceptional interpersonal and communication skills, fostering trust and rapport with customers and internal stakeholders
Proven ability to craft and implement customer success strategies and initiatives that enhance customer satisfaction, retention, and growth
History of demonstrating strong sales acumen by consistently meeting or exceeding sales quotas, driving revenue growth and fostering client relationships
Analytical mindset, adept at leveraging customer data and insights to inform decisions and drive ongoing improvement
Proficient in project management, skilled at prioritizing and overseeing multiple customer accounts and initiatives concurrently
Competent in the use of customer success software platforms (e.g., Gainsight or Catalyst), CRM systems, and other relevant tools
Results-driven, with a history of meeting or surpassing customer success goals and objectives
Knowledge of the government software industry and familiarity with SaaS products and services is a plus

Responsibilities

Lead, inspire, and manage a team of Customer Success Managers, offering guidance, coaching, and support to help them achieve customer adoption, growth, and retention/renewal objectives
Implement customer success strategies and processes that align with the company's overarching goals and objectives
Foster strong relationships with key customers, serving as their trusted advisor and partner
Drive customer onboarding and adoption initiatives, collaborating closely with cross-functional teams to ensure seamless and successful customer implementations
Analyze customer data and feedback to identify trends, patterns, and improvement opportunities. Use these insights to devise and execute strategies that enhance customer satisfaction and spur business growth
Collaborate with the Sales, Customer Solutions, Professional Services, and Marketing teams to formulate and execute upsell, cross-sell, and renewal strategies, thereby boosting revenue growth and customer retention
Establish and monitor key performance indicators (KPIs) and metrics to gauge the success of the customer success team and its initiatives. Regularly provide management with reporting and analysis

Skills

Key technologies and capabilities for this role

Customer SuccessLeadershipOnboardingAdoptionRenewalsCommunicationStrategic ThinkingRelationship Management

Questions & Answers

Common questions about this position

What is the salary range for the Sr. Manager, Customer Success role?

The salary range is $170K - $200K.

Is this position remote or onsite?

The position is onsite.

What experience and skills are required for this role?

Candidates need 3+ years of demonstrated experience managing customer success teams, preferably in a B2B enterprise SaaS environment, strong leadership skills, and exceptional interpersonal and communication skills.

What does the company culture emphasize for this role?

The role emphasizes leadership that inspires and motivates a team of Customer Success Managers, fostering strong customer relationships, and collaborating cross-functionally to drive adoption, growth, and retention.

What makes a strong candidate for this position?

A strong candidate is a strategic thinker with proven ability in managing customer success teams in B2B SaaS, exceptional leadership to inspire teams, and outstanding communication skills to build trust with customers and stakeholders.

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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