Senior Customer Success Manager

Location: Canada or USA, remote. Option for hybrid if based in Vancouver, Canada. Travel: Required for customer engagement (up to 25%) Experience Level: Senior (5-8+ years in Customer Success or Account Management) Reports to: Manager of Customer Success NA Our Company Open Point is a leading global digital engagement company that develops software to help organisations manage their entire community and stakeholder engagement process, from initial discovery to final delivery. We serve government clients and organisations throughout the United States, Canada, Australia, New Zealand, and Europe. Our products, Social Point and Open Point aim to provide governments, Public and Private Infrastructure organisations and consultants throughout the United States, Canada, Australia, New Zealand and Europe with the online tools they need to help their communities (people like you) have their say on projects that impact them and efficiently manage all ongoing interactions with stakeholders. Role Overview As a Senior Customer Success Manager, you will serve as the strategic partner to our most valued clients across North America. You will own retention and renewals, identify and qualify expansion opportunities, and ensure clients derive measurable value from our platforms, driving outcomes that matter to them and growth that matters to our business. This role is ideal for a seasoned Senior Customer Success Manager with a passion for public participation, stakeholder engagement, infrastructure, and digital transformation in government and regulated industries. Desired Experience 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 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. Bonus Points Experience with platforms like PublicInput, GoVocal, Borealis, Granicus, Zencity, or CivicPlus . Familiarity with IAP2 principles or other public participation frameworks. Key Responsibilities Strategic Account Management : Own a portfolio of clients across local government, transport, utilities, and energy sectors. Build trusted relationships with senior stakeholders. Value Realisation: Conduct regular Account Reviews and strategic alignment sessions to drive product adoption, deliver targeted training, and ensure clients achieve their engagement and compliance goals. Renewals & Price Increases: Lead renewal and price increase activities by demonstrating sustained value, identifying risks early, and supporting commercial discussions with customer insight and context. Risk Mitigation: Proactively identify, monitor, and mitigate customer risks by addressing adoption gaps, stakeholder changes, and value erosion before they impact renewal or satisfaction. Expansion Identification (with Account Managers): Collaborate closely with Account Managers to identify, qualify, and validate expansion opportunities by surfacing customer needs, usage signals, and outcome gaps, enabling effective handoff for progression Customer Voice: Champion customer feedback internally to influence product development and service improvements. Customer Advocacy: Build strong relationships that generate referrals and advocacy through testimonials, case studies, and introductions. Travel : Visit key clients for strategic reviews, workshops, and events (travel required within region). What We Offer 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. The target salary range for this role in Canada is $90,000 - $120,000 CAD, commensurate with experience. The target salary range for this role in the US is $90,000 - $100,000 USD, commensurate with experience. This role is also eligible for a performance-based commission plan. At Open Point, we believe that diversity drives success. 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.