Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Lead, mentor, and cultivate the ANZ Customer Success team.

• Establish expectations for customer results, portfolio management, quality standards, productivity, and professional development.

• Foster an inclusive and accountable team culture.

• Oversee team performance concerning product adoption, customer engagement, value realization, retention, risk management, and growth opportunities.

• Direct customer plans, structured reviews, and engagement rhythms linked to measurable outcomes.

• Implement customer segmentation and engagement strategies.

• Lead coordinated actions for at-risk customers and formulate recovery plans.

• Address customer escalations with professionalism and urgency.

• Maintain forecasts for portfolio, churn, and renewals.

• Report on customer health, engagement levels, risk factors, retention rates, and growth opportunities.

• Collaborate with Sales to align on shared customer insights and qualified growth opportunities in Salesforce.

• Work in partnership with Implementation Services, Support, Product, and Marketing on onboarding, adoption, issue resolution, communication, and advocacy.

• Utilize customer insights, usage data, and feedback to enhance playbooks and guide product and service priorities.

• Promote consistent systems, processes, and documentation while customizing global standards to meet ANZ needs.

• Represent Granicus in customer, partner, and industry forums.

• Employ approved AI-enabled tools and automation to enhance analysis, prioritization, service delivery, and communication.

• Validate AI outputs while safeguarding customer and company information.

⛳️ Requirements

• Five or more years of progressively responsible experience in Customer Success, account management, consulting, SaaS, or a similar customer-facing role.

• Proven experience in leading, coaching, or developing customer-facing professionals through formal people management or significant team leadership roles.

• Experience in managing customer retention, adoption, risk, value, or growth outcomes across a portfolio.

• Familiarity with public sector, local government, community engagement, digital experience, or civic technology clients is highly valued.

• Proficient in using Salesforce and Customer Success, analytics, or business intelligence tools.

• Established track record in people leadership, coaching, and performance management.

• Strong commercial acumen and understanding of customer outcomes, adoption, retention, renewal confidence, and growth.

• Excellent stakeholder management and communication capabilities.

• Ability to analyze customer data, health signals, and portfolio trends.

• Strong skills in problem-solving and escalation management.

• Working knowledge of SaaS Customer Success practices, customer lifecycle management, and scalable engagement models.

• Ability to collaborate across functions and influence results without direct authority.

• High standards of organization, follow-through, written communication, presentation, and data quality.

• Commitment to customer value, public sector impact, diversity of thought, and continuous improvement.

• Tertiary qualifications or equivalent practical experience in business, technology, government, communications, or a related field.

• Capability to support customers and colleagues across Australia, New Zealand, and global time zones.

• Responsible for maintaining the confidentiality, integrity, and availability of Granicus information assets.

• Accountable for ensuring employee and customer data privacy and completing the necessary privacy training.

🏝️ Benefits

• Remote-first company with a globally distributed workforce.

• Flexible remote work environment.

• Employee Resource Groups.

• Coffee with Mark sessions featuring the CEO.

• Microsoft Teams communities focused on wellness, art, pets, family, and parenting.

• Special guest sessions addressing issues impacting employees.