Customer Sucess Manager III - Atlanta, GA

Job Summary

As a Customer Success Manager III at OpenGov, you are a strategic architect of customer value. You will own a dedicated portfolio of ~40 high-impact customers, serving as their primary long-term partner tasked with understanding their unique goals, challenges & workflows. This is a senior-level role for a CSM who excels at navigating complex political landscapes, driving process transformation, and securing long-term retention through measurable business outcomes. You won't just manage accounts; you will influence the digital transformation of modern government.

Key Responsibilities

• Strategic Portfolio Leadership: Own the end-to-end success strategy for ~40 customers, aligning OpenGov’s platform with their specific legislative goals and operational challenges.

• Executive Advisory: Build and nurture deep relationships with Department Heads, City Managers, and Finance Directors, acting as a trusted advisor to drive high retention and platform stickiness.

• Complex Change Management: Guide customers through significant process changes, leveraging industry best practices to ensure deep product adoption and workflow optimization.

• Business Impact Reporting: Design and deliver high-impact Executive Business Reviews (EBRs) that translate usage data into tangible value and ROI for stakeholders.

• Retention & Growth: Proactively monitor portfolio health to mitigate churn risk and identify expansion opportunities that align with the customer’s long-term roadmap.

• Adoption & Value Consulting: Be able to design programs to maximize the adoption of OpenGov across your customers, resulting in a measurable increase in value.

• Cross-Functional Advocacy: Partner with Sales, Product, and Support teams to resolve complex roadblocks and ensure the "Voice of the Customer" informs our future product development.

• Process Innovation: Contribute to the "playbook." As a CSM III, you’ll help build our workflows for churn prevention and onboarding efficiency.

Requirements and Preferred Experience

• SaaS Expertise: Minimum of 3–5 years in Customer Success, Account Management, or a related high-touch SaaS role.

• Proven Track Record: Demonstrated ability to manage complex customer relationships, hit high Net Revenue Retention (NRR) targets, and drive revenue growth.

• Strategic Thinking: A customer-centric mindset with the ability to move between high-level strategy and tactical execution.

• Advanced Communication: Exceptional presentation and interpersonal skills, specifically the ability to command a room of executive-level decision-makers.

• Technical Proficiency: Willingness to be hands-on in product; Mastery of CRM and CS tools such as Salesforce, Gong, or Gainsight.

• Educational Background: Bachelor’s degree in Business Administration, Public Administration, or a related field.

• Industry Context: Previous experience in GovTech or working directly with government agencies is highly preferred.

• Travel: Willingness and ability to travel to meet with key customers in person (approx. 25-30%).