Job Description
Imagine yourself here!
OpenGov is a mission driven fast-growth, Series D, venture backed startup (includes Andreessen Horowitz, Formation 8, and Emerson Collective). Our Board of Directors includes iconic Silicon Valley executives John Chambers (former Cisco Chairman and CEO) and Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world).
OpenGov is the leader in modern cloud ERP software for our nation's cities, counties, and state agencies. We have surpassed 1,000+ governments (and growing fast!) using our products in our mission to power more effective and accountable government.
OpenGov is a 2021 Top Workplaces USA award winner!
About the Customer Success Manager role:
TheCustomer Success Manager (CSM)role is an evolving role at OpenGov as the company matures its ERP Cloud business. To learn OpenGov’s customers, technology, and marketplace, this role assumes Senior Account Management responsibilities for customers in a strategic region/segment of our business in the first 2-4 quarters of onboarding.
TheCustomer Success Manager (CSM)works closely with customers, account executives, and field leadership to proactively ensure churn prevention, customer health for retention/renewal, and identify expansion opportunities for a regionally assigned customer base. TheCSM'sprimary responsibilities are net retention and renewals of the assigned region/segment. TheCSMwill act as a control center to manage to upsell and cross-sell identification, identify and bring customer issues to support, follow and address risk signals among their customer base.
This is a role that has an intentional path of professional career growth by onboarding a well-rounded business professional to grow into a Sr. Customer Success Manager or management role as the company expands its customer base and product portfolio.
Customer Manager 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 40-70 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 executes 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 requestsOccasionally travel to meet customers in-person• Identify expansion opportunities, manage upsells on your own, and coordinate / tee-up cross-sell with sales executives.
Minimum Qualifications:
• 3-6 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 markets.• Technical 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).What makes OpenGov unique
Leadership:CEO Zac Bookman (MPA fr
Job Specification