Customer Success Consultant

Granicus

2d•Remote

About The Position

Granicus is seeking a Customer Success Consultant – Strategic Accounts (CSC) – to support the deep and successful adoption of our suite of SaaS solutions, and to drive visible value aligned with our clients' business outcomes. You are a committed client navigator guiding customers on a strategic journey of success. Strong candidates will have experience in nurturing clients in an agency, public-sector or software organization. Qualified candidates will have stellar client relationship skills, as well as proven success in data-driven decision making, adherence to process and organizational advancement. The desire to be a part of a collaborative, fast-paced team who thrives in the mission of providing world-class service is a must. An awesome CSC consistently provides excellent service so that our customers can deliver exceptional civic and citizen experiences in our communities.

Requirements

3–5+ years of experience in customer success, account management, or consulting, preferably with strategic or enterprise clients.
Proven ability to manage executive relationships and lead strategic planning conversations.
Strong analytical skills and comfort with data-driven decision-making.
Excellent communication, presentation, and interpersonal skills.
Experience with CRM systems (Salesforce preferred) and customer success tools.
Willingness to travel up to 25% for client meetings, conferences, and events.

Nice To Haves

Familiarity with public sector organizations is a plus.

Responsibilities

Serve as a dedicated strategic advisor to a smaller, high-impact book of business.
Conduct quarterly Strategic Review meetings with each customer to assess progress, align on goals, and identify new opportunities.
Develop and maintain shared Success Plans that outline customer objectives, key milestones, and success metrics.
Provide annual Budget Planning Documents to support customers in securing internal funding and planning for future investments.
Build deep relationships through in-office visits, conference attendance, and tradeshow engagements as needed.
Act as the primary point of contact for strategic customers, ensuring a seamless experience across onboarding, adoption, and renewal.
Collaborate cross-functionally with Sales, Implementation, and Support to resolve issues and deliver value.
Analyze customer usage data and engagement metrics to inform proactive outreach and strategic recommendations.
Monitor customer health and implement mitigation strategies to reduce churn risk.
Identify and nurture expansion opportunities through consultative conversations and strategic planning.
Partner with Sales to co-develop account growth strategies and support upsell/cross-sell initiatives.
Present tailored value propositions to executive stakeholders.
Ability/experience in ability to assist in RFP response process as well as to present in a finalist capacity to a customer
Champion the voice of the customer internally, advocating for product enhancements and service improvements.
Contribute to customer reference programs and success story development.
Stay current on Granicus product updates, industry trends, and best practices in customer success.
Maintain accurate and up-to-date records in CRM and customer success platforms.
Follow standardized processes while contributing to continuous improvement initiatives.
Track and report on key performance indicators, including engagement, satisfaction, and retention.
Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

Benefits

Flexible Time Off – Take the time you need to rest, recharge, and live your life.
Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
Work From Home Reimbursement – Support a productive home office environment.
Multiple Health Plan Options – Including a 100% employer-paid plan.
Employer HSA Contributions – When enrolled in a High-Deductible Health Plan.
Fitness Reimbursement Program – Stay active, your way.
On-Demand Mental Health Support – Access to Headspace and other wellness tools.
Paid Parental Leave – For both birthing and non-birthing parents.
Traditional & Roth 401(k) – With a generous company match.
Life & AD&D Insurance – 100% employer-paid coverage for peace of mind.
Online Learning Platforms – Fuel your professional development.
Competitive Salary & Bonuses – Your contributions are valued and rewarded.