Customer Success Operations Manager

OpenGov is the leader in AI-enabled software for cities, counties, state agencies, and special districts. With a mission to power more effective and accountable government, OpenGov serves 2,000 communities across the United States. OpenGov is built exclusively for the unique asset management, permitting and licensing, procurement and contract management, tax and revenue, budgeting and planning, and financial management needs of the public sector. The OpenGov platform empowers organizations to operate more efficiently, adapt to change, and strengthen public trust.

Learn more or request a demo at opengov.com

Job Summary:

The Customer Success Operations Manager plays a critical role in driving operational excellence across OpenGov's Customer Success organization. As part of the Revenue Operations team, you will work cross-functionally to design and implement scalable operational frameworks, standard reporting frameworks , and strategic decision-making processes that support growth and deliver exceptional customer outcomes.

This role requires extensive experience in stakeholder management, data-driven decision-making, and customer success operations. You will be responsible for developing methodologies, optimizing processes, and providing strategic insights that shape the future of our customer engagement strategies, retention programs, and operational efficiencies.

We are looking for a strategic, high-impact leader with a strong track record of influencing cross-functional teams, driving business improvements, and optimizing customer success operations.

Responsibilities:

• Lead the development and execution of methodologies to improve forecasting accuracy, incorporating predictive analytics to enhance strategic decision-making at the leadership level.
• Develop and implement scalable customer lifecycle strategies, integrating human-led and digital engagement approaches to drive customer retention and expansion.
• Serve as a trusted advisor to leadership, delivering real-time, data-driven insights to shape customer success and operational efficiency initiatives.
• Partner with GTM, Customer Support, and Operations leadership to refine and rigorously monitor key performance indicators (KPIs), ensuring continuous improvement in customer experience and operational efficiency.
• Support technology stack optimization, identifying automation opportunities, process enhancements, and systems improvements to streamline operations and increase productivity.
• Drive alignment between cross-functional teams, ensuring customer success strategies are deeply integrated with broader company objectives and operational roadmaps.
• Lead strategic business planning activities, including territory planning, field execution strategies, and customer segmentation modeling, ensuring a data-backed approach that aligns with annual business objectives.
• Champion business intelligence initiatives, leveraging our corporate BI tool Lookerl), CRM platforms (Salesforce), and SQL-based analytics to enhance decision-making and execution.
• Directly impact business growth by ensuring that operational processes and customer engagement models are optimized for scalability, efficiency, and revenue impact.
• Support monthly business reviews, team performance evaluations, and annual planning cycles, helping senior leadership make informed, data-driven decisions.
• Collaborate with field enablement to assess potential impact, train, and measure the actual impact of skills based and process based changes implemented across our Customer Success organization.

Requirements and Preferred Experience:

• Minimum of 5 years of experience in field operations, business analytics, customer success operations, or revenue operations, preferably in a high-growth SaaS environment.
• Demonstrated expertise in strategic planning, forecasting methodologies, and operational frameworks, with a track record of driving measurable improvements.
• Strong leadership presence, with the ability to influence cross-functional teams, engage with executive leadership, and drive change at scale.
• Proficiency in Salesforce, Gainsight, and business intelligence platforms with the ability to optimize workflows and implement data-driven process improvements.
• Adept at data analysis tasks including the ability to be hands-on with data in excel and prescriptive with an analytics team about how more complex data models should be structured from raw data.
• Ability to own and execute complex, cross-functional projects, translating business needs into scalable solutions that drive long-term customer success.
• Strong storytelling and executive communication skills, with the ability to translate complex data into actionable insights for senior leadership.
• Proven ability to lead with autonomy, taking ownership of key initiatives and proactively driving operational excellence.
• Passion for continuous learning, innovation, and developing best-in-class operational strategies.
• Bachelor's degree required in Business, Finance, Data Analytics, Computer Science, or a related field; Master's degree preferred.

$132.8k - $140k

On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.

The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate's geographical location.

Why OpenGov?

A Mission That Matters.

At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it's the core of our democracy.

Opportunity to Innovate

The next great wave of innovation is unfolding with AI, and it will impact everything-from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We've touched 2,000 communities so far, and we're just getting started.

A Team of Passionate, Driven People

This isn't your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Buenos Aires, Chicago, Dubuque, Plano, and Pune.

A Place to Make Your Mark

We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.

Benefits That Work for You

Enjoy an award-winning workplace with the benefits to match, including:

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