VP, Customer Success

VP, Customer Success – Open Gov Inc.

Reporting directly to the Chief Revenue Officer, the Vice President of Customer Success owns the strategy, execution, and results of Open Gov’s Customer Success organization. This leader will build, scale, and lead a world‑class team of Directors and Managers responsible for customer adoption, outcomes, retention, and expansion across our customer base.

The VP will define and drive the customer success vision — ensuring Open Gov customers achieve measurable impact, renew at exceptional rates, and expand through proven value realization. This role requires a strategic operator who can lead from the front, get into the details, and build systems that scale. The ideal candidate combines customer obsession with commercial acumen, operational rigor, and a “company‑first” mindset.

• Own the vision, strategy, and operating model for Open Gov’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 Open Gov’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 Open Gov’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.

• Education:
  
  Bachelor’s degree required; MBA or advanced degree preferred.
• Experience:
  
  12+ years in enterprise SaaS or B2B sales, with 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…