Customer Success Engineer III

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync.Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at O penGov.com .

Job Summary:

A Customer Success Engineer III (CSE III) is a trusted technical expert and advisor that is responsible for helping customers achieve their desired outcomes with multiple product suites. The CSE is a fully qualified, experienced professional with deep expertise in technical architecture and product capabilities, responsible for helping customers achieve their desired outcomes. The Customer Success Engineer (CSE) leverages sophisticated analytical and problem-solving techniques to assess unusual circumstances, identify root causes, and suggest innovative variations in approach. This role requires a high level of proficiency in applying principles and practices within a specialized discipline to deliver impactful solutions.

The CSE plays a critical role in helping OpenGov retain and grow its customer base. By proactively working with customers to ensure that they are getting the most out of the product, the CSE can help reduce churn and increase adoption. The CSE also helps to generate new growth opportunities by identifying and recommending additional products and services to meet customer needs.

Responsibilities:

• Develops and maintains technical expertise in multiple Opengov product suites.

• Establishes an understanding of product best practices as defined by OpenGov.

• Independently leads complex customer engagements, using professional expertise to perform discovery, conduct in-depth technical assessments, and develop tailored strategies to minimize risk and maximize product adoption. Work is reviewed at critical junctures to ensure alignment with organizational goals.

• Prepares and provides professional demonstrations of assigned product suites to customers.

• Analyzes complex, diverse problems requiring evaluation of identifiable factors and limited precedent to develop innovative solutions and recommend strategic variations in approach.

• Clearly documents and communicates customer technical objectives, timelines, recommendations, and outcomes.

• Effectively prioritizes and escalates customer issues as required.

• Contributes to internal and external knowledge bases to support our customers more effectively and efficiently.

• Attends and participates in OpenGov conferences, off-site meetings, user groups and webinars as assigned.

• Attends and participates in industry conferences and meetings as assigned.

• Leads and participates in OpenGov special projects and initiatives as assigned.

Requirements and Preferred Experience:

• A Bachelor’s degree in a related field required, master’s degree preferred.

• A minimum of 5 years experience with implementing, supporting, managing, tracking and reporting on SaaS software required.

• A Certified Public Accountant (CPA) or Texas CPA license is preferred.

• Demonstrates advanced technical aptitude with the ability to analyze complex systems, devise solutions, and clearly articulate technical concepts to diverse audiences, including senior internal and external stakeholders.

• Excellent interpersonal, human relations, written, verbal and listening communication skills with the ability to enhance relationships and networks required

• Strong negotiations skills - i.e., the ability to influence all levels of the organization and to lead others to action on key initiatives - is required

• Excellent analytical, problem solving, organizational, time management and prioritization skills are required

• Prior experience working with government finance (e.g., ERP, budgeting, procurement) and government services (e.g., permitting, asset management) software and processes are preferred

• Prior experience working in local government is preferred

• Prior experience in customer success, professional services, or technical support is preferred

$90k - $105k

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 (USA only)

• Paid parental leave, wellness stipends, and HSA contributions

• Professional development and growth opportunities

• A collaborative office environment with weekly catered lunches