Hiring: Customer Sucess Manager III - Boston, MA Company: OpenGov Inc. Location: Boston, MA Job Posted Time: 2026-09-10 14:22:07 Employment Type: Contract Target Skills & Keywords : Change Management, Digital Transformation, SaaS, Salesforce About the job Experience: •SaaS Expertise: Minimum of 3–5 years in Customer Success, Account Management, or a related high-touch SaaS role. •Proven Track Record: Demonstrated ability to manage complex customer relationships, hit high Net Revenue Retention (NRR) targets, and drive revenue growth. •Strategic Thinking: A customer-centric mindset with the ability to move between high-level strategy and tactical execution. •Advanced Communication: Exceptional presentation and interpersonal skills, specifically the ability to command a room of executive-level decision-makers. •Industry Context: Previous experience in GovTech or working directly with government agencies is highly preferred. Required Skills: •Strategic Portfolio Leadership: Own the end-to-end success strategy for ~40 customers, aligning OpenGov’s platform with their specific legislative goals and operational challenges. •Executive Advisory: Build and nurture deep relationships with Department Heads, City Managers, and Finance Directors, acting as a trusted advisor to drive high retention and platform stickiness. •Complex Change Management: Guide customers through significant process changes, leveraging industry best practices to ensure deep product adoption and workflow optimization. •Business Impact Reporting: Design and deliver high-impact Executive Business Reviews (EBRs) that translate usage data into tangible value and ROI for stakeholders. •Retention & Growth: Proactively monitor portfolio health to mitigate churn risk and identify expansion opportunities that align with the customer’s long-term roadmap. •Adoption & Value Consulting: Be able to design programs to maximize the adoption of OpenGov across your customers, resulting in a measurable increase in value. •Cross-Functional Advocacy: Partner with Sales, Product, and Support teams to resolve complex roadblocks and ensure the "Voice of the Customer" informs our future product development. •Process Innovation: Contribute to the "playbook." As a CSM III, you’ll help build our workflows for churn prevention and onboarding efficiency. Qualifications: •Technical Proficiency: Willingness to be hands-on in product; Mastery of CRM and CS tools such as Salesforce, Gong, or Gainsight. Compensation: •$105,000 - $115,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!