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Customer Success Manager
West Region, Commercial Focused
Confirmed live in the last 24 hours
Chico, CA, USA
Experience Level
Desired Skills
  • 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
  • Exceptional presentation, organizational, and communication skills (both written and verbal)
  • 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 50-80 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 the 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 requests Occasionally travel to meet customers in-person
  • Identify expansion opportunities, manage upsells on your own, and coordinate / tee up cross-sell with sales executives
Desired Qualifications
  • Experience with government budgeting concepts and practices and/or finance/budgeting solutions is a plus

501-1,000 employees

Cloud software for government
Company Overview
OpenGov is a cloud solution for public sector budgeting, performance management, and citizen engagement.
  • Competitive Salary
  • Work from Anywhere
  • Unlimited Vacation
  • Mission-Driven Colleagues
  • World-Class Healthcare
  • Professional Development
  • Family Matters
  • Amazing Customers
Company Core Values
  • We do what we say we'll do
  • We have passion for the mission
  • We drive for customer impact