Customer Success Manager II

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Job Summary:

Within the CS function, the Customer Success Management (CSM) team is the one responsible for maintaining and growing the business relations between us and our customers. This position will be responsible for understanding the customer’s goals, pain points, and workflows in order to successfully drive product adoption, retention, and program expansion. CSMs will use their ability to influence decision makers and their experience driving complex process changes to successfully position OpenGov solutions and best practices to ensure maximize value to the customer.

Responsibilities

• KPIs (MBO): Adoption (usage), Program Expansion, Relationships and Satisfaction (NPS) and Commercial (retention and upsells)
• Use a consultative approach to drive platform adoption, engagement and expansion across a territory of 40-80 government customers
• Build strong relationships with customers and make them OpenGov evangelists, ensuring high customer retention and satisfaction rates
• Become the go-to person and escalation point for issues and opportunities by key personnel at the customer
• Monitor customers’ health, usage and ongoing/changing needs and execute playbooks to assist them in maximizing value from our solutions
• Maintain a deep understanding of the product and communicate features and functionality that will improve their workflow
• Develop and execute plans to expand relations with the customers at both elected and appointed official levels, in a multitude of ways: electronic, direct, face-to-face
• Understand the agencies’ “big picture”, proactively position value, and assist with execution, Support the Professional Services and Technical Support teams in deploying solutions, training customers and driving more effective usage
• Compliment key product discussions by gathering and communicating customer feedback and feature requests
• Occasionally travel to meet customers in-person, identify expansion opportunities, manage upsells on your own and coordinate / tee-up cross-sell with sales executives

Requirements and Preferred Experience:

• 4+ years of experience in Customer Success Management within a fast-growing company
• Ability to adapt to a rapidly changing product and respond strategically to customer needs
• Proven experience working at SaaS companies and solutions
• Strong interpersonal skills and track record of building collaborative relationships
• Familiarity with sales cycles in competitive marketsTechnical aptitude and proficiency with Salesforce as well as emerging CS solutions like CSM platforms (i.e. Gainsight, Komiko, etc), in-app guidance, marketing automation, and more
• Experience with government budgeting concepts and practices and/or finance/budgeting solutions is a plus
• Exceptional presentation, organizational, and communication skills (both written and verbal)