Customer Success Manager II - Boston, MA

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com.

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.

Compensation:

Boston, MA: $80,000 - $90,000

On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.

The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

Why OpenGov?

A Mission That Matters.

At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust.  Some people say this is boring.  We think it’s the core of our democracy.

Opportunity to Innovate

The next great wave of innovation is unfolding with AI, and it will impact everything—from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.

A Team of Passionate, Driven People

This isn’t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Buenos Aires, Chicago, Dubuque, Plano, and Pune.

A Place to Make Your Mark

We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.

Benefits That Work for You

Enjoy an award-winning workplace with the benefits to match, including:

• Comprehensive healthcare options for individuals and families

• Flexible vacation policy and paid company holidays

• 401(k) with company match

• Paid parental leave, wellness stipends, and HSA contributions

• Professional development and growth opportunities

• A collaborative office environment with weekly catered lunches.