VP, Customer Success

Who you are

You have a proven track record of leading customer success teams, ideally in a technology or SaaS environment — your experience includes developing strategies that drive customer engagement and satisfaction. You possess strong commercial acumen, allowing you to align customer needs with business objectives effectively. Your leadership style is hands-on, and you thrive in building and scaling teams that deliver exceptional results. You are customer-obsessed, always seeking ways to enhance the customer experience and ensure they realize the full value of the solutions provided. You understand the importance of data-driven decision-making and can leverage analytics to inform your strategies. You are an excellent communicator, capable of articulating the vision and goals of the customer success organization to both internal teams and external stakeholders.

Desirable

Experience in the public sector or with ERP solutions would be a significant advantage, as it would provide you with insights into the unique challenges faced by government organizations. Familiarity with AI technologies and their application in customer success can set you apart in this role.

What you'll do

As the Vice President of Customer Success, you will report directly to the Chief Revenue Officer and own the strategy and execution of the Customer Success organization. You will build and lead a world-class team of Directors and Managers focused on customer adoption, outcomes, retention, and expansion. Your role will involve defining and driving the customer success vision, ensuring that OpenGov customers achieve measurable impact and renew at exceptional rates. You will work closely with cross-functional teams to develop systems that scale and enhance customer engagement. You will also be responsible for establishing metrics to track customer success and using these insights to refine strategies continually. Your leadership will foster a culture of accountability and performance within the team, encouraging innovation and proactive problem-solving. You will engage with customers to understand their needs and challenges, ensuring that the solutions provided align with their goals. You will also represent the voice of the customer within the organization, advocating for their needs and ensuring that the company remains focused on delivering value.

What we offer

At OpenGov, we pride ourselves on our performance-based culture, where every employee is encouraged to contribute ideas and take action to improve our services. We recognize and reward excellent performance, and we are committed to promoting from within. You will have the opportunity to make a significant impact on the organization and the communities we serve. We offer competitive compensation and benefits, along with a collaborative work environment that values diversity and inclusion. Join us in our mission to power more effective and accountable government, and help us shape the future of public service.