Enterprise Customer Success Manager

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

📋 Description

• Oversee a substantial portfolio of enterprise government agency clients, providing high-level engagement and strategic advice on a large scale.

• Establish and nurture trusted advisor relationships with senior stakeholders and executive sponsors, including CXO-level individuals from both IT and business sectors of the organization.

• Collaborate with customers to create strategic agency plans for the next 3-5 years, aligning with Accela's product roadmap and the long-term objectives of the agency.

• Regularly travel to customer locations to engage in relationship-building activities, enhancing organizational awareness and strengthening partnerships.

• Take responsibility for the renewal health of the portfolio by proactively identifying at-risk accounts, forecasting renewal outcomes, and driving retention through consistent value delivery.

• Work closely with Sales to identify, cultivate, and advance upsell and cross-sell opportunities within the enterprise portfolio.

• Create and maintain KPI dashboards while delivering engaging data narratives that showcase customer progress, outcomes, and Accela's impact to both internal and external stakeholders.

• Compare customer outcomes against industry peers and best practices, assisting customers in understanding their performance and pinpointing areas for enhancement.

• Recognize AI use cases tailored to each customer's workflows and monitor AI feature adoption as a crucial indicator of engagement and health.

• Utilize AI tools and capabilities to scale customer success initiatives across a vast portfolio without compromising engagement quality.

• Formulate, implement, and monitor goals using the Objective and Key Results (OKR) framework.

• Represent customer needs internally through formal Voice of the Customer (VoC) processes, ensuring that enterprise feedback directly impacts product and service development.

• Identify risks of competitive displacement at accounts and share competitive intelligence with internal teams.

• Develop peer reference opportunities and collaborate with Marketing to create case studies that transform healthy accounts into advocates.

• Manage escalations from start to finish, controlling the escalation process from initiation to resolution.

• Provide mentorship and informal leadership to CSM colleagues, sharing enterprise best practices and success strategies across the team.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, or related fields.

• Experience in Gov Tech or the public sector is essential.

• In-depth knowledge of Gainsight, including health scores, playbooks, reporting, and driving customer outcomes across a substantial portfolio.

• Proven track record in developing and executing enterprise-level customer success strategies, account plans, and multi-year strategic initiatives.

• Strong analytical and visualization skills, with experience in KPI dashboard creation and data storytelling for executive audiences.

• Excellent communication, presentation, and stakeholder management abilities, including experience engaging with CXO-level contacts.

• Demonstrated capability to manage renewal health, forecast risks, and drive retention across a large business portfolio.

• Experience collaborating with Sales on upsell and cross-sell initiatives within an enterprise customer base.

• Familiarity with AI tools and the skill to identify and monitor AI use cases and adoption within customer workflows.

• Willingness and capacity to travel regularly for on-site customer engagement.

🏝️ Benefits

• Flexible time off.

• Comprehensive medical, dental, and vision plans.

• Family planning benefits.

• 401(k) retirement savings plan with company match.

• Health savings account with company contributions.

• Flexible spending account.

• Life, accident, and disability coverage.

• Business travel insurance.

• Employee assistance programs.

• Additional well-being benefits.