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About the Role

Serve as a strategic partner to valued clients across North America, owning retention, renewals, and expansion opportunities. Ensure clients derive measurable value from platforms, driving client outcomes and business growth. Ideal for a Senior Customer Success Manager passionate about public participation, stakeholder engagement, infrastructure, and digital transformation in government and regulated industries.

Responsibilities

Own a portfolio of clients across local government, transport, utilities, and energy sectors, building trusted relationships with senior stakeholders.
Conduct regular Account Reviews and strategic alignment sessions to drive product adoption, deliver targeted training, and ensure clients achieve their engagement and compliance goals.
Lead renewal and price increase activities by demonstrating sustained value, identifying risks early, and supporting commercial discussions.
Proactively identify, monitor, and mitigate customer risks by addressing adoption gaps, stakeholder changes, and value erosion.
Collaborate with Account Managers to identify, qualify, and validate expansion opportunities.
Champion customer feedback internally to influence product development and service improvements.
Build strong 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 & growing complex, multi-stakeholder accounts in sectors such as State Government, Departments of Transport, Utilities, and Renewable Energy.
Strong understanding of stakeholder relationship management and community engagement practices.
Experience with CRM tools (e.g., Salesforce, Hubspot), 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.

Skills

Public participation
Stakeholder engagement
Infrastructure
Digital transformation
SaaS
Account Management
Customer Success
CRM tools
Salesforce
Hubspot
Customer health metrics
Success planning frameworks
Communication
Facilitation
Presentation skills
Remote work
Collaboration
PublicInput
GoVocal
Borealis
Granicus
Zencity
CivicPlus
IAP2 principles
Public participation frameworks

Location

North America
Remote

Work Type

Remote-first
Full-time

Experience Level

Senior
5-8+ years

Salary/Compensations

$90,000 - $120,000 CAD
$90,000 - $100,000 USD
Performance-based commission

Benefits

Performance-based commission
4 weeks paid vacations per year
Company sponsored health insurance
Annual professional development allowance
Annual health & wellness allowance
Travel opportunities to connect with clients and attend industry events

About the Company

Open Point believes that diversity drives success.
We are a mission-driven team passionate about public impact.
Opportunity to shape the future of civic engagement technology.

Equal Opportunity

We are an equal opportunity employer that provides a safe and supportive environment where everyone and anyone can grow.
If you require any accommodations or adjustments to participate in the recruitment process, please let us know by including your request in your application.