Customer Success Manager

Join OpenGov as a Customer Success Manager II, where you will manage a portfolio of approximately 80 customers, driving their success and transforming how they serve their communities. This proactive, commercially-driven role requires strong organization, relationship-building, and a focus on hitting retention targets. You will own the end-to-end lifecycle for your customers, mitigate risks, manage the full renewal cycle, and advocate for the customer internally. Enjoy benefits such as unlimited vacation, world-class healthcare, and the ability to work from anywhere.

• Gestionar y ser responsable de un portafolio de aproximadamente 80 clientes, asegurando su éxito y satisfacción con el software de OpenGov.
• Identificar cuentas "en riesgo" utilizando datos y análisis, y desarrollar e implementar planes para estabilizar su uso y asegurar renovaciones a tiempo.
• Gestionar el ciclo completo de renovación, manteniendo una alta retención de ingresos netos y identificando oportunidades de expansión.
• High-Volume Proficiency: You have experience managing a large book of business (50+ accounts) and have mastered the "art of the scale"—knowing when to automate and when to pick up the phone
• Analytical Skills: Ability to look at a health score or usage dashboard and translate that data into an actionable outreach strategy
• Resilience & Grit: You enjoy the challenge of turning a frustrated customer into a brand advocate. You are comfortable in the "gray areas" of problem-solving
• Commercial Acumen: You are comfortable discussing budgets, navigating renewal contracts, and handling objections
• Proven SaaS Experience: Minimum 1.5+ years of experience in Customer Success or Account Management within the SaaS industry. You understand what it means to carry a quota or a retention target
• GovTech Passion (Preferred): Experience working with (or selling to) local/state government is a significant plus
• Passion for CS: Demonstrated experience in Customer Success or equivalent research completed; strong desire to build a sustainable career in Customer Success