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Customer Success Manager
West Region, Commercial Focused
Confirmed live in the last 24 hours
Locations
Chico, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Marketing
Sales
Salesforce
Communications
Requirements
  • 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)
Responsibilities
  • 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
OpenGov

501-1,000 employees

Cloud software for government
Company Overview
OpenGov is a cloud solution for public sector budgeting, performance management, and citizen engagement.
Benefits
  • 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