Customer Success Engineer , Customer Operations

Job Summary

Open Gov 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 Open Gov 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 Open Gov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about Open Gov's mission to power more effective and accountable government and the vision of high-performance government for every community at

The Customer Success Engineer I (CSE I) is a trusted execution partner to customers using Open Gov's Community Services suite, supporting solutions such as permitting, licensing, inspections, and asset management. In this role, the CSE I takes ownership of assigned customer tasks and deliverables to help local government teams successfully adopt and optimize technology that directly impacts residents, businesses, and day-to-day service delivery.

As an emerging professional, the CSE I applies foundational technical skills, product knowledge, and an understanding of government service workflows to own the successful execution of onboarding activities, configuration support, and adoption efforts to ensure customers realize measurable value from their Open Gov Community Services solutions.

Working within established processes, the CSE I analyzes straightforward to moderately complex issues, identifies root causes, and owns recommended solutions through resolution, escalating as needed and seeking guidance when encountering unfamiliar scenarios. This role plays an important role in strengthening customer relationships and supporting Open Gov's customer retention and growth objectives.

• Build and maintain technical and functional knowledge across one or more Open Gov Community Services products (e.g., permitting, licensing, inspections, asset management).
• Develop a strong understanding of Open Gov Community Services best practices and take ownership of applying them during customer engagements.
• Support customer onboarding and ongoing adoption by owning assigned configuration tasks, training sessions, and product demonstrations aligned to government service workflows.
• Partner with customers to understand operational goals, service delivery challenges, and technical requirements for assigned accounts or engagements.
• Analyze customer‑reported issues of moderate complexity and own analysis, recommendations, and follow‑through to resolution within established processes.
• Communicate effectively with customer stakeholders and internal teams, taking responsibility for documenting timelines, risks, resolutions, and outcomes.
• Prioritize and appropriately escalate technical challenges to ensure timely and effective resolution.
• Contribute to internal and customer‑facing documentation to improve consistency, efficiency, and overall customer experience.
• Participate in Open Gov conferences, webinars, and customer engagements as a supporting contributor, as needed.
• Support internal initiatives and projects focused on improving Community Services customer success operations.

• Bachelor's degree in a related field or equivalent practical experience.
• Minimum of 1-year of experience implementing, supporting, or managing SaaS software solutions with demonstrated ownership of assigned responsibilities.
• Strong technical aptitude with the ability to analyze operational workflows and translate them into system‑based solutions.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational, problem‑solving, and time‑management abilities, including the ability to manage owned tasks to completion.
• Demonstrated ability to collaborate effectively across internal teams and customer stakeholders.
• Familiarity with local government…