OpenGov Inc. · 1 day ago
VP, Customer Success
San Francisco, CA
Full-time
Onsite
Director/Executive
$325K/yr - $350K/yr
12+ years expOpenGov Inc. is the leader in AI and ERP solutions for local and state governments in the U.S. The Vice President of Customer Success will own the strategy, execution, and results of the Customer Success organization, focusing on customer adoption, retention, and expansion while leading a high-performing team.
Data VisualizationEnterprise SoftwareGovTechSaaSSoftware
Responsibilities
Own the vision, strategy, and operating model for OpenGov’s Customer Success function, aligning with company objectives and OKRs
Lead, develop, and scale a high-performing team of Directors and Managers, fostering a culture of accountability, speed, and intensity
Define success metrics, operational rhythms, and customer outcomes that directly tie to retention, expansion, and Net Revenue Retention (NRR) targets
Serve as a member of the Customer Success Leadership Team and a key partner to the Executive Team in shaping company-wide strategy and execution
Set strategic direction for the Customer Success sub-function and influence enterprise-wide customer strategy with multi-year business impact
Drive the design and execution of customer lifecycle programs — from onboarding and adoption to renewal and expansion — ensuring every customer achieves measurable value from OpenGov’s solutions
Oversee retention forecasting, renewal strategy, and executive engagement to proactively mitigate risk and secure long-term relationships
Champion customer health through data, insights, and operational excellence; use metrics to anticipate issues and drive continuous improvement
Partner with Sales, Product, and Professional Services leadership to align pre- and post-sales motions, ensuring seamless customer handoffs and shared accountability for outcomes
Collaborate with Marketing and Product to influence roadmap priorities based on customer needs and market feedback
Drive cross-functional initiatives that enhance customer experience, standardize best practices, and accelerate time-to-value across the portfolio
Serve as a key executive partner in cross-functional planning, shaping policies and operating mechanisms that affect the broader organization
Own the systems, tools, and processes that power the Customer Success function (e.g., Gainsight, Salesforce)
Define and inspect key performance indicators (e.g., NRR, logo retention, adoption, health scores, renewal forecast accuracy)
Translate data into actionable insights to drive scalable, repeatable success and influence company-wide decision-making
Build a diverse, high-performing organization focused on impact, growth, and development
Create clarity and accountability at every level — ensuring roles, metrics, and goals align with business outcomes
Model OpenGov’s management principles: lead from the front, get in the weeds, recruit and develop exceptional talent, and always put the company first
Build leadership succession within the Customer Success organization, developing Directors and senior leaders to scale with company growth
Qualification
Required
Bachelor's degree required
12+ years in enterprise SaaS or B2B sales
At least 7+ years in senior leadership roles overseeing large, distributed teams and multimillion-dollar revenue targets
Proven track record of owning GRR, retention, and expansion targets at scale
Demonstrated success building and scaling a Customer Success organization that delivers measurable business impact
Strong executive presence and communication skills — capable of engaging at all levels, from front-line teams to C-level executives
Deep understanding of customer health metrics, operational processes, and systems that drive scale
Strategic operator who can set vision, build structure, and execute with urgency
Willingness to travel as needed (up to 50%) to support teams and customers
Preferred
MBA or advanced degree preferred
Experience in the public sector or government technology industry is strongly preferred
Company
OpenGov Inc.
Our mission is to power more effective and accountable government.
501-1000 employees
H1B Sponsorship
OpenGov Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (25)
2024 (12)
2023 (10)
2022 (14)
2021 (4)
2020 (9)
Funding
Current Stage
Late StageTotal Funding
$178MKey Investors
Cox EnterprisesEmerson CollectiveAndreessen Horowitz
2024-02-27Acquired
2022-02-01Series Unknown· $50M
2019-09-02Series D· $51M
Leadership Team
Zac Bookman
CEO and Co-founder
Paul Denton
Chief Financial Officer
Recent News
2025-12-29
Company data provided by crunchbase