About the job
OpenGov is the premier provider of AI and ERP solutions tailored for local and state governments across the United States. With a robust network of over 2,000 cities, counties, state agencies, school districts, and special districts, OpenGov empowers public sector organizations to operate more efficiently, adapt to evolving needs, and foster public trust. Our flagship products encompass enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, as well as transparency and open data solutions. These state-of-the-art solutions are seamlessly integrated within the OpenGov ERP, enabling public entities to prioritize their missions and maximize ROI with every investment and decision. Discover how OpenGov is revolutionizing government effectiveness and accountability for communities everywhere at OpenGov.com.
Job Summary
As a Customer Success Manager II at OpenGov, you will take charge of a diverse portfolio of approximately 80 clients, transforming their engagement with our software into a powerful tool for community service. This proactive role is crafted for high achievers who excel in organization, relationship management, and achieving retention goals.
Key Responsibilities
Strategic Portfolio Management: Oversee the full lifecycle of your clients, transitioning from reactive support to an engaged partnership focused on their success.
Risk Mitigation & Retention: Utilize data analytics to proactively identify accounts at risk. Develop and implement strategies to stabilize usage and ensure timely renewals.
Commercial Ownership: Manage the renewal process end-to-end, maintaining high Net Revenue Retention (NRR) and identifying opportunities for expansion that align with customer needs.
Adoption Mastery: Conduct regular executive business reviews (EBRs) to align OpenGov’s value proposition with the evolving goals of your customers related to legislation and budget.
Internal Advocacy: Represent the customer’s perspective to our Product and Engineering teams, ensuring that the realities of government operations inform our development roadmap.
Process Excellence: Contribute to optimizing our operational workflows for churn prevention and efficient onboarding.

