Senior Customer Success Manager

🕒 5 days ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $90k - $120k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Open Point

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2005

☁️ SaaS

🏛️ Government

🏢 Enterprise

💰 Private Equity Round - Open Point on 2023-11

SaaS • Government • Enterprise

Open Point is an all-in-one platform for community and stakeholder engagement that combines community engagement tools with stakeholder relationship management. It offers AI-powered feedback analysis, advanced reporting and analytics, auditability, communications and task management tools, and integrations (e. g. , Outlook add-in). The platform is positioned for enterprise customers — especially local and state government, transit, energy & utilities, transportation, infrastructure planning, and resources & mining — and is used to gather input, turn feedback into insights, and maintain compliance and governance across projects. Open Point emphasizes enterprise-ready security, cross-project analysis, and was noted as trusted by 750+ organizations.

📋 Description

• 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