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Customer Sucess Manager III - Atlanta, GA

OpenGov· Customer Success
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US | Georgia | Atlanta$105k - $120kFull-timePosted 3w ago

About the role

Strategic, senior-level Customer Success Manager responsible for a portfolio of ~40 high-impact government-focused SaaS customers, driving adoption, retention, and measurable business outcomes through executive advisory, complex change management, and cross-functional advocacy.

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 your 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 our future product development.
  • Process Innovation: Contribute to the "playbook" by helping build workflows for churn prevention and onboarding efficiency.

Qualifications

  • SaaS Expertise: Minimum of 3–5 years in Customer Success, Account Management, or a 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: A customer-centric mindset with the ability to move between high-level strategy and tactical execution.
  • Advanced Communication: Exceptional presentation and interpersonal skills, specifically the ability to command a room of 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 a related field.
  • Industry Context: Previous experience in GovTech or working directly with government agencies is highly preferred.
  • Travel: Willingness and ability to travel to meet with key customers in person (approx. 25-30%).

Skills

Required:SaaS Customer SuccessExecutive Stakeholder ManagementChange ManagementCRM & CS Tool Proficiency
Nice to have:EBR (Executive Business Reviews)

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
  • A collaborative office environment with weekly catered lunches.
Last updated Oct 1, 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.

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