Manager, Experience Partner Mid-Market

Granicus

93d • $115,000 - $121,000

About The Position

The Manager, Experience Partners (Mid-Market) leads a regional team of Experience Partners focused on delivering high-quality client outcomes and driving customer success. This role ensures efficient execution of service delivery practices, supports team development, and collaborates cross-functionally to improve customer retention and satisfaction. The Manager is responsible for translating strategic direction into actionable plans, optimizing team performance, and fostering a culture of accountability and continuous improvement.

Requirements

• 5+ years of experience in customer success, consulting, or enterprise account management within a SaaS or technology environment.
• 2+ years of experience in people leadership, preferably managing customer-facing teams.
• Bachelor’s degree in Business, Communications, Public Administration, a related field, or relevant experience.
• Experience working with state or local government clients.
• Familiarity with digital transformation initiatives and enterprise SaaS delivery.

Nice To Haves

• Proven leadership in managing geographically distributed teams and multi-tiered organizational structures.
• Deep expertise in enterprise SaaS delivery, digital transformation, and public sector consulting.
• Strong understanding of regional market dynamics, government operations, and procurement environments.
• Exceptional strategic planning, executive communication, and stakeholder management skills.
• Demonstrated success managing complex or high-profile accounts, particularly in the public sector.
• Strong communication, task delegation, and problem-solving skills.
• Proficiency in CRM tools and analytics platforms.
• Ability to resolve conflicts, manage escalations, and influence cross-functional.

Responsibilities

• Lead a small operational team of Experience Partners, ensuring daily tasks are completed efficiently and aligned with broader team objectives.
• Provide coaching, assign work, and support team development and performance tracking.
• Ensure consistent execution of customer success practices and consulting frameworks.
• Monitor team performance across key metrics including customer satisfaction, retention, and portfolio growth.
• Support client engagements and assist with escalations to ensure positive outcomes.
• Collaborate with Sales, Product, and Implementation teams to drive alignment and improve customer experience.
• Recommend and implement process improvements within defined operational guidelines.
• Contribute to departmental planning and represent the team in cross-functional meetings.

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: Manager
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees