The Customer Success team at OPEXUS ensures our 300+ federal/state/local government clients are delighted with their solutions and services, realizing value and achieving desired business outcomes. Customer Success Managers (CSMs) are critical advocates responsible for guiding clients after the deal closes and shaping exceptional experiences throughout their lifecycle. CSMs develop, deliver and drive best practices for OPEXUS products to proactively cultivate adoption behaviors, subscription renewals and expansion opportunities. Ideal candidates have Customer Success skills, SaaS savvy and the ability to thrive in a high-impact organization.

Roles & Responsibilities:

• Identify, document and deliver desired client business outcomes in a Success Plan
• Ensure the satisfaction and success of your client portfolio as measured via NPS and retention rates

• Build partnerships with client stakeholders at the executive, technical and administrative levels
• Produce and deliver regular account reviews, health checks and business reviews to demonstrate ROI, achieved business outcomes and recommendations
• Strengthen adoption of OPEXUS products by delivering data-driven insights coupled with industry and Customer Success best practices
• Secure subscription renewals and support expansion opportunities by identifying account-based intelligence
• Contribute to client collateral, including white papers, webinars, events, guides, and other materials

• Serve as an advocate by working with Sales, Product and Marketing to relentlessly represent the voice of the customer
• Engage portfolio through creative and impactful one to one & one to many outreaches
• Foster an inclusive culture and promote diversity of thought internally and externally
• Contribute to team and corporate projects and initiatives to promote continuous improvement
• Develop your craft by staying current with OPEXUS product knowledge, Customer Success best practices, and industry and vertical trends

Required Skills and Experience:

• Commitment and curiosity for managing to metrics and data-driven decisions
• Customer Success and industry/vertical experience
• Excellent communication and collaboration skills to maintain strong client relationships; clear and concise verbal and written communication; effective live or virtual

• Strong organizational, time management and project management skills
• Diagnostic skills, in order to efficiently solve customer problems and engage OPEXUS stakeholders as needed
• Proven ability to thrive in fast-paced professional environment and manage multiple complex assignments simultaneously
• BA/BS degree
• 2+ years of experience in Customer Success, certification preferred
• Knowledge of SaaS operations, including subscription revenue, product development cycles and operations
• Experience using Salesforce, Microsoft Office, and BI tools
• Knowledge/experience supporting federal customers highly desired
• Knowledge/experience with the Freedom of Information/Privacy Act and/or FOIAXpress solution is a plus

About OPEXUS

Get government unstuck with OPEXUS. We believe the professionals who keep democracy running expect and deserve exceptional technology experiences. With more than 30 years of experience supporting public institutions, OPEXUS is the leader in FedRAMP-certified government process management software, bringing operational excellence to governments’ middle office so agencies can focus on the critical work of mission delivery.

Our customers and employees share the desire to make a positive impact on society and leave a legacy. Our location in the heart of Washington, D.C. enables our team to work hand-in-hand with our customer community to deliver built-for-government software applications that users love.

If you are a talented, entrepreneurial candidate with an interest in driving growth, then we want to talk with you. We offer countless opportunities for our employees to stretch and take on new challenges in their careers.

OPEXUS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

#OPEX - #ZR