Manager - Customer Success

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve-driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

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.

Essential Function

Knowledge/Skills/Abilities

Customer Success Leadership & Strategy

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

Sales Leadership & Growth

• 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

Team Development & Management

• 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

Customer Success Operations

• 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

Cross-functional Leadership

• 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

Experience/Credentials:

• 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
• Preferred experience with Salesforce and customer success platforms or equivalent systems
• 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

Don't have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don't meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• 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.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include - Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions - Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place - quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

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.

• 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.