Customer Success Manager III
| Company | OpenGov |
|---|---|
| Location | Boston, MA, USA |
| Salary | $85000 – $110000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Description
Salary Range: 85000 to 110000 (Currency: USD) (Pay period: per-year-salary)
Job Summary:
As a Customer Success Manager III (CSM III) at OpenGov, you will play a critical role in ensuring the success and satisfaction of our customers. You will work closely with customers to understand their unique goals, challenges, workflows, and drive product adoption. In this role, you will leverage your expertise in influencing key decision-makers and navigating complex process changes to effectively position OpenGov solutions and industry best practices. Your ultimate goal is to help customers realize maximum value from our platform, fostering long-term relationships and business growth.
Responsibilities:
- Develop and execute comprehensive customer success strategies, aligning with company goals and objectives to drive customer adoption, retention, and expansion.
- Cultivate and maintain strong relationships with executive-level stakeholders within customer organizations, serving as their trusted advisor and ensuring high customer retention.
- Drive the development and delivery of high-impact customer success initiatives, such as business reviews, strategic account planning, and customer engagement programs such as user groups.
- Collaborate cross-functionally within Customer Success, Sales, Product Management, and Support teams to address customer needs, resolve issues, and drive continuous improvement.
- Analyze customer data, feedback, and usage metrics to identify trends, opportunities, and areas for improvement, providing actionable insights to customers and internal teams.
- Stay abreast of industry trends, best practices, and competitor offerings, providing insights and recommendations to inform strategic decision-making and drive customer success.
- Continuously assess and optimize customer success processes, workflows, and tools to enhance efficiency, scalability, and effectiveness.
Requirements and Preferred Experience:
- Bachelor’s degree in Business Administration or a related field is required; government experience is preferred.
- Minimum of 3 years in customer success, account management or a related role within the SaaS Industry
- Proven track record of managing customer relationships, driving customer satisfaction and retention, and achieving revenue growth targets.
- Excellent communication, presentation, and interpersonal skills, with the ability to build collaborative relationships.
- Strategic thinker with a customer-centric approach and a passion for delivering exceptional customer experiences.
- Demonstrated ability to thrive in a fast-paced, dynamic environment while effectively managing multiple priorities.
- Proficiency in CRM software (e.g., Salesforce, Gainsight, Gong) and other customer success tools.
- Willingness and ability to travel when required (25-30%).
Benefits
Not Specified