Opengov - Plano, TX
posted 3 months ago
The Senior Customer Success Manager at OpenGov will play a pivotal role in enhancing customer satisfaction and retention within the assigned customer base. This position requires a proactive approach to managing customer health, ensuring renewals, and identifying opportunities for expansion. The successful candidate will collaborate closely with various stakeholders, including customers, account executives, and product leadership, to drive net retention and renewals in their designated region or segment. In this role, you will take direct ownership of the enterprise usage of customers, ensuring timely support resolution and managing renewals effectively. You will partner with sales leadership to explore expansion opportunities and will be expected to develop a comprehensive understanding of OpenGov's products and the specific needs of customer verticals such as local and state governments, special districts, non-profits, higher education, and school districts. Your responsibilities will also include proactively identifying additional customer stakeholders to enhance product placement and usage. You will work cross-functionally with leadership, account executives, sales development, marketing, product, and customer service teams to deliver exceptional results. Completing OpenGov's in-depth onboarding and sales/management training will be essential to becoming an expert in the company's messaging, products, services, and unique sales approach. Additionally, you will manage a large list of accounts, ensuring customer satisfaction through timely resolution and escalation of service issues. The role may require travel to meet customers in person and organize local or regional user groups to accelerate value and expansion.