Customer Success Consultant

Granicus

81d • $60,600 - $73,000

About The Position

The Customer Success Consultant – Strategic Accounts is a trusted advisor responsible for driving adoption, value realization, and long-term success for a focused portfolio of high-value strategic customers. These customers receive a more personalized and proactive level of service, including quarterly Strategic Review meetings, collaborative Success Planning, and tailored support for budget planning and in-person engagements. This role is ideal for professionals with a strong background in customer success, account management, or consulting—particularly those who thrive in high-touch, relationship-driven environments. You will work closely with strategic clients to align Granicus solutions with their evolving goals, ensuring they achieve measurable outcomes and remain long-term partners.

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.
• 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.
• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees