Senior Customer Success Manager
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Job Description
Senior Customer Success Manager retaining and expanding clients using Open Point’s civic engagement software. Managing strategic accounts across government, transport, utilities, and energy sectors.
Responsibilities:
- Own a portfolio of clients across local government, transport, utilities, and energy sectors
- Build trusted relationships with senior stakeholders
- Conduct regular Account Reviews and strategic alignment sessions
- Drive product adoption and deliver targeted training
- Ensure clients achieve their engagement and compliance goals
- Lead renewal and price increase activities
- Demonstrate sustained value and identify renewal risks early
- Support commercial discussions with customer insight and context
- Identify, monitor, and mitigate customer risks
- Address adoption gaps, stakeholder changes, and value erosion
- Collaborate with Account Managers to identify, qualify, and validate expansion opportunities
- Surface customer needs, usage signals, and outcome gaps to enable effective handoff
- Champion customer feedback internally to influence product development and service improvements
- Build customer relationships that generate referrals and advocacy through testimonials, case studies, and introductions
- Visit key clients for strategic reviews, workshops, and events
Requirements:
- 5-8+ years in Customer Success or Account Management in a SaaS environment
- Proven success retaining and growing complex, multi-stakeholder accounts
- Experience in sectors such as state government departments of transport, utilities, or renewable energy
- Strong understanding of stakeholder relationship management and community engagement practices
- Experience with CRM tools such as Salesforce or HubSpot
- Experience with customer health metrics and success planning frameworks
- Excellent communication, facilitation, and presentation skills
- Ability to work independently in a remote-first environment while collaborating across global teams
- Experience with platforms such as PublicInput, GoVocal, Borealis, Granicus, Zencity, or CivicPlus is a bonus
- Familiarity with IAP2 principles or other public participation frameworks is a bonus
- Travel required for customer engagement, up to 25%
Benefits:
- Performance-based commission
- 4 weeks paid vacations per year
- Company sponsored health insurance
- Annual professional development allowance
- Annual health & wellness allowance
- Opportunity to shape the future of civic engagement technology
- Travel opportunities to connect with clients and attend industry events
- A mission-driven team passionate about public impact
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