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Customer Sucess Manager III - Boston, MA

OpenGov· Customer Success
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US | Massachusetts | Boston$105k - $115k + bonusFull-timePosted 2mo ago

About the role

Strategic architect of customer value responsible for a dedicated portfolio of ~40 high-impact government clients, driving long-term retention, adoption, and measurable business outcomes through executive-level advisory and cross-functional collaboration.

Responsibilities

  • Strategic Portfolio Leadership: Own the end-to-end success strategy for ~40 customers, aligning OpenGov’s platform with their specific legislative goals and operational challenges.
  • Executive Advisory: 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.
  • Complex Change Management: Guide customers through significant process changes, leveraging industry best practices to ensure deep product adoption and workflow optimization.
  • Business Impact Reporting: Design and deliver high-impact Executive Business Reviews (EBRs) that translate usage data into tangible value and ROI for stakeholders.
  • Retention & Growth: Proactively monitor portfolio health to mitigate churn risk and identify expansion opportunities that align with the customer’s long-term roadmap.
  • Adoption & Value Consulting: Design programs to maximize the adoption of OpenGov across customers, resulting in a measurable increase in value.
  • Cross-Functional Advocacy: Partner with Sales, Product, and Support teams to resolve complex roadblocks and ensure the "Voice of the Customer" informs future product development.
  • Process Innovation: Contribute to the playbook and help build workflows for churn prevention and onboarding efficiency.

Qualifications

  • SaaS Expertise: Minimum of 3–5 years in Customer Success, Account Management, or related high-touch SaaS role.
  • Proven Track Record: Demonstrated ability to manage complex customer relationships, hit high Net Revenue Retention (NRR) targets, and drive revenue growth.
  • Strategic Thinking: Customer-centric mindset with ability to move between high-level strategy and tactical execution.
  • Advanced Communication: Exceptional presentation and interpersonal skills, especially with executive-level decision-makers.
  • Technical Proficiency: Willingness to be hands-on in product; mastery of CRM and CS tools such as Salesforce, Gong, or Gainsight.
  • Educational Background: Bachelor’s degree in Business Administration, Public Administration, or related field.
  • Industry Context: GovTech experience or work with government agencies highly preferred.
  • Travel: Willingness and ability to travel to meet with key customers in person (~25-30%).

Skills

Required:Relationship ManagementExecutive CommunicationStrategic ThinkingChange ManagementCustomer Success / Account Management

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
  • Collaborative office environment with weekly catered lunches.
Last updated Sep 10, 2026. Interested? Apply on the company site.

About OpenGov

Software for Public Servants

OpenGov is the leader in modern government software for our nation’s cities, counties, and state agencies. Schedule a demo today.

government softwarepublic sectorlocal governmentstate agencies
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