Customer Sucess Manager III - San Francisco, CA

The role

You will own a dedicated portfolio of approximately 40 high-impact customers as their primary long-term partner. You will drive digital transformation, manage complex change, and secure long-term retention through measurable business outcomes.

What you will do

• Own the end-to-end success strategy for ~40 customers.
• Build and nurture relationships with Department Heads, City Managers, and Finance Directors.
• Guide customers through significant process changes.
• Design and deliver Executive Business Reviews (EBRs).
• Monitor portfolio health to mitigate churn risk and identify expansion opportunities.
• Design programs to maximize product adoption.
• Partner with Sales, Product, and Support teams to resolve roadblocks.
• Contribute to workflows for churn prevention and onboarding efficiency.

Required qualifications

• Minimum of 3–5 years in Customer Success, Account Management, or a related high-touch SaaS role.
• Demonstrated ability to manage complex customer relationships, hit high Net Revenue Retention (NRR) targets, and drive revenue growth.
• Customer-centric mindset with the ability to move between high-level strategy and tactical execution.
• Exceptional presentation and interpersonal skills to command a room of executive-level decision-makers.
• Willingness to be hands-on in product.
• Mastery of CRM and CS tools such as Salesforce, Gong, or Gainsight.
• Bachelor’s degree in Business Administration, Public Administration, or a related field.
• Willingness and ability to travel to meet with key customers in person (approx. 25-30%).

Nice to have

• Previous experience in GovTech or working directly with government agencies

Benefits

• Comprehensive healthcare options for individuals and families
• Flexible vacation policy and paid company holidays
• 401(k) with company match
• Paid parental leave
• Wellness stipends
• HSA contributions
• Professional development and growth opportunities
• Collaborative office environment with weekly catered lunches

About the company

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.