Customer Success Consultant

Granicus•Remote,

2d•$60,600 - $73,000•Remote

About The Position

Granicus provides technology and services that empowers government organizations to create seamless digital experiences for the people they serve. By offering the industry’s leading cloud-based solutions for communications, content management, and digital services to more than 5,500 public sector organizations, Granicus helps turn government missions into quantifiable realities. Granicus products connect more than 280 million people, creating a powerful network to enhance citizen engagement. By optimizing decision-making processes, Granicus strives to help government see better outcomes and a greater impact for the citizens they serve. The Customer Success Consultant is accountable for our clients' adoption of our growing suite of SaaS solutions and services across client segment tiers, driving visible value aligned with our clients' business outcomes. As a consultant, you will act as a powerful client advocate, providing exceptional customer service so that our clients can deliver high-quality civic and citizen experiences in their communities. You will develop your experience with Software as a Service (SaaS) platforms and the ability to translate the capabilities of a technology platform into specific benefits for a given client.

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.
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.

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.