Sr. Customer Success Manager

OpenGov is home to an exceptional team - passionate about our mission to power more effective and accountable government. By bringing the OpenGov Cloud to our nation's state and local government, we’re transforming communities so they can thrive!

Imagine yourself being able to help small business owners open their doors faster, ensuring our tax dollars are accounted for, creating safer infrastructure, modernizing the permitting process, and assisting with disaster recovery. The work you do here every day has a meaningful impact on people's lives!

🌟 OpenGov is a 2023 Top Workplaces USA award winner and a Forbes America's Best Startup Employer 🌟

Join our smart, fun, and humble team to experience the most rewarding career of your life!

Job Summary:

The Senior Customer Success Manager will work closely with customers, account executives, product leadership, and field leadership to proactively improve customer health for retention/renewal, ensure churn prevention, and identify expansion opportunities for an assigned customer base. The role will be primarily responsible for net retention and renewals of the assigned region/segment.

Responsibilities:

• Direct ownership of customer’s enterprise usage, support resolution, and renewals
• Partner with sales leadership on expansion opportunities
• Quickly develop thorough knowledge of company products and customer verticals, including local, state, special districts, non-profits, higher education, and school districts
• Proactively identify additional customer stakeholders and connect with them for placement of additional products and increased usage of OpenGov
• Work cross-functionally with our leadership, account executive, sales development, marketing, product, and customer service teams to deliver outstanding results
• Complete OpenGov’s in-depth on-boarding and sales/management training to become an expert in OpenGov’s messaging, products and services, and unique sales approach
• Be able to manage and advocate across a large list of accounts and maintain customer satisfaction by ensuring timely resolution and escalation of customer service issues
• Travel to meet customers in person, and organize local/regional user groups to accelerate value and expansion

Requirements and Preferred Experience:

• 5+ years of account management, customer success, or sales experience required; within a technology or finance/accounting environment with a complex product or service preferred
• Extremely effective, empathetic communicator, listener, and relationship builderProven track record of consistent over-achievement based on set quarterly goals
• Technologically adept and business acumen focused with outstanding communication both written and oral, negotiation, and presentation skills
• Strong computer skills including G-Suite (Docs, Sheets, Slides), Microsoft Office, and Salesforce preferred
• Strong interpersonal skills and a track record of building collaborative relationships, especially at an executive level and with cross-functional organizations
• Bachelor's degree required(sales training methodologies preferred, Graduate Degree is a plus)
• Ability to travel when required