Customer Success Manager II

Job Summary

As a Customer Success Manager II at OpenGov, you own and manage a portfolio of ~80 customers, ensuring they don’t just use our software but transform how they serve their communities. This is not a passive support role; it is a proactive, commercially-driven position designed for a high-achiever who thrives on organization, relationship-building, and hitting retention targets.

What You’ll Do (Responsibilities)

• Strategic Portfolio Management: Own the end-to-end lifecycle for your customers, moving beyond reactive support to become a proactive partner in their success.
• Risk Mitigation & Retention: Use data-driven insights to identify "at-risk" accounts early. You will develop and execute plans to stabilize usage and secure renewals on time.
• Commercial Ownership: Manage the full renewal cycle. You are responsible for maintaining high Net Revenue Retention (NRR) and identifying expansion opportunities where our solutions meet evolving customer needs.
• Adoption Mastery: Conduct regular executive business reviews (EBRs) to align OpenGov’s value proposition with the customer’s changing legislative or budgetary goals.
• Internal Advocacy: Act as the "Voice of the Customer" for our Product and Engineering teams, ensuring the frontline reality of government work shapes our roadmap.
• Process Excellence: Contribute to the "playbook." As a CSM II, you’ll help refine our workflows for churn prevention and onboarding efficiency.

What You Bring (Requirements)

• 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.
• Passion for CS: Demonstrated experience in Customer Success or equivalent research completed; strong desire to build a sustainable career in Customer Success
• 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.
• Commercial Acumen: You are comfortable discussing budgets, navigating renewal contracts, and handling objections.
• 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.
• GovTech Passion (Preferred): Experience working with (or selling to) local/state government is a significant plus.
• Analytical Skills: Ability to look at a health score or usage dashboard and translate that data into an actionable outreach strategy.