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Sr. Customer Success Manager - Boston, MA

OpenGov· Customer Success
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US | Massachusetts | Boston$130k - $145k + bonusFull-timePosted 5d ago

About the role

Senior Customer Success Manager responsible for managing high-value enterprise accounts, ensuring retention, renewals, adoption, and expansion, and collaborating with Sales and Product to influence GTM strategy and mentor the CS organization.

Responsibilities

  • Portfolio Ownership: Take direct accountability for the net retention, renewals, and enterprise usage of a high-value customer base across OpenGov’s portfolio of products.
  • Solution Prescription: Leverage comprehensive customer success plans to help align OpenGov’s products to customers’ unique goals, driving predictable adoption, retention & expansion.
  • Executive Influence: Proactively identify and connect with senior stakeholders—including Finance Directors, City Managers, and Council Members—to align OpenGov’s value with their strategic initiatives.
  • Cross-Functional Leadership: Work as a bridge between customers and OpenGov’s Product and Field leadership to drive product improvements and resolve high-priority escalations.
  • Customer Advocacy: Manage and advocate for a large list of accounts, maintaining high satisfaction through rapid issue resolution and proactive escalation management.
  • Community Building: Travel to engage customers in person and lead regional user groups to accelerate product value and foster a community of power users.
  • Operational Excellence: Complete advanced OpenGov training to become an expert in our unique sales approach and product messaging, then apply those insights to mentor junior CSMs.

Qualifications

  • 5+ years of account management, customer success, or sales experience in a complex technology, finance, or accounting SaaS environment
  • Consistent track record of exceeding quarterly retention and revenue goals
  • Outstanding communication, negotiation, and presentation skills with ability to engage at the executive level
  • Rapid ability to master OpenGov’s product verticals including local/state government, special districts, and higher education
  • Proficiency in Salesforce, G-Suite, and modern CS platforms; ability to translate technical features into business outcomes
  • Bachelor’s degree required; Sales training methodologies (e.g., MEDDIC, Challenger) or a Graduate Degree is a major plus
  • Willingness and ability to travel as required to meet customers and lead regional events

Skills

Required:Account management / Customer successExecutive stakeholder managementCommunication and presentation

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 Oct 22, 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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