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-touch engagement and strategic direction at scale.

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

• Create 3–5 year strategic plans for agencies that align with Accela’s product roadmap and the long-term objectives of customers.

• Frequently travel to customer locations for engagement, relationship development, and organizational awareness.

• Manage renewal health, identify and address at-risk accounts, predict renewal outcomes, and enhance retention efforts.

• Collaborate with Sales to identify upsell and cross-sell opportunities.

• Develop KPI dashboards and present data narratives that illustrate customer progress, results, and the impact of Accela.

• Compare customer outcomes with industry peers and best practices.

• Recognize customer-specific AI use cases and monitor AI feature adoption.

• Utilize AI tools to enhance customer success initiatives across a broad portfolio.

• Formulate, implement, and track objectives using the OKR framework.

• Represent customer needs through Voice of the Customer initiatives.

• Identify competitive displacement risks and gather competitive intelligence.

• Create peer reference opportunities and case studies in collaboration with Marketing.

• Manage escalations from initiation through to resolution.

• Mentor and provide informal leadership to Customer Success Management (CSM) colleagues.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, or similar roles, with at least 2 years in an enterprise or senior CSM position.

• Required experience in Gov Tech or the public sector.

• Profound knowledge of Gainsight, covering health scores, playbooks, reporting, and driving customer outcomes across a large portfolio.

• Capability to develop and implement enterprise customer success strategies, account plans, and multi-year strategic initiatives.

• Strong skills in data analysis and visualization, including KPI dashboard creation and data storytelling for executive audiences.

• Exceptional communication, presentation, and executive-level stakeholder management abilities, particularly with CXO-level engagement.

• Ability to manage renewal health, forecast risks, and drive retention across a significant book of business.

• Experience collaborating with Sales on enterprise upsell and cross-sell strategies.

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

• Willingness and ability to travel frequently for on-site customer interactions.

🏝️ Benefits

• Annual bonus target, discretionary based on company and individual goal achievement.

• 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.