Manager - Customer Success

Granicus

38d•$85,000 - $120,000

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. Come see the impactful work we’ve done on communities across the country (and world!): https://granicus.com/success-stories/ The Manager, Customer Success 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 manager, you will lead and motivate individuals to achieve organizational impact through systematic approaches to customer success. Strong candidates will have experience in managing a data-driven Customer Success program with demonstrable expertise in both automation/workflow optimization and high-touch client services. You will bring relationship-building skills and the ability to navigate both internal and external stakeholder relationships effectively.

Requirements

5+ years leading a team in a relevant field such as a marketing agency or software company
Demonstrated experience in team building, leadership or management formal or informal positions
Proven track record of implementing successful customer success automation strategies
Strong analytical skills with the ability to translate data into actionable insights
Natural ability to foster internal and external relationships
Exceptional interpersonal skills for relationship building at all levels of the organization
Experience managing distributed teams and working across time zones
Proven ability to develop and optimize customer success workflows
BA/BS degree or equivalent experience
Travel requirements vary by client segment - specific details will be discussed during the interview process

Nice To Haves

Preferred experience with Salesforce and customer success platforms or equivalent systems

Responsibilities

Lead Customer Success Team through organizational transition with strategic approach, steadfast adherence to process, and superior supervisory skills
Create, implement and refine Customer Success programs to drive customer lifetime value through accelerated product adoption
Develop and optimize automation strategies and workflows to enhance team efficiency and customer experience
Guide team to proactively review client data and system usage to provide best practice recommendations
Serve as escalation point for complex customer issues and strategic account challenges
Analyze metrics and team performance statistics to drive continuous improvement
Develop and execute strategic upsell/cross-sell initiatives across portfolio
Coach team members on identifying and pursuing expansion opportunities
Present solutions and value propositions to client stakeholders
Collaborate with sales teams on growth strategies
Lead virtual and in-person presentations to diverse audiences
Manage and mentor customer success consultants daily, ensuring adherence to Service Level Agreements (SLAs)
Create professional development plans for team members and facilitate ongoing educational content
Create and maintain new team member training materials and resources based on optimization and team needs
Prescriptively deliver feedback to strengthen practices, and acutely address performance issues
Ensure cross-departmental teams meet their goals through effective collaboration
Maintain expert-level knowledge of all product policies, integrations, and industry developments
Ensure best practices are adopted and employed by individual contributors and teams along the maturity curve
Monitor and optimize customer health scores and engagement metrics
Develop and implement churn mitigation strategies
Create and maintain standardized operating procedures for workflow optimization
Lead strategic planning that synchronizes customer success activities across segments
Advocate for customers throughout cross-functional meeting forums
Communicate effectively with internal stakeholders to facilitate smooth customer journeys
Act as an escalation point to report issues and influence core product changes
Advance team learnings through retrospectives and transparent dissemination of information
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

Flexibility & Balance
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.
Health & Wellness
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.
Family & Future
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.
Growth & Recognition
Online Learning Platforms – Fuel your professional development.
Competitive Salary & Bonuses – Your contributions are valued and rewarded.