Senior Customer Success Consultant

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

📋 Description

• Actively manage a dedicated portfolio of approximately 100 clients throughout the customer journey post-implementation, consistently fostering deeper engagement with solutions and ensuring a smooth and successful Granicus signature experience.

• Diligently study Granicus best practices materials and analyze auxiliary metrics through Salesforce reports and PowerBI signature dashboards, making data-informed recommendations based on Granicus benchmarks and client baselines to enhance adoption.

• Stay informed on pertinent client topics, including program background, agency and administrative developments, media coverage, and advancements across various industry sectors.

• Complete all available internal Product Proficiency Programs related to your Customer Portfolio products. (Outstanding candidates will engage in and successfully pass proficiency assessments for Granicus products in adjacent Product Suites).

• Represent customer interests by participating in internal cross-functional meetings, such as Product Councils for product improvements and bug reporting; Customer Advisory Boards; Help Desk meetings for At-Risk Customers; and Deal Desk Meetings for negotiations on new business or expansion opportunities.

• Work closely with the Sales team to formulate territory expansion strategies and coordinate customer outreach and interactions.

• Identify and record expansion opportunities via the Client Services Qualified Leads Program.

⛳️ Requirements

• Over 3 years of progressively responsible experience in a relevant field, such as an agency, public sector entity, or software firm.

• Strong enthusiasm for analytics and data-driven advancement, with a preferred understanding of civic management and citizen engagement tools.

• Commitment to tracking public sector information, developments, and Customer Success best practices.

• Outstanding organizational abilities and a passion for business systems and process improvement innovation.

• Exceptional interpersonal skills for building relationships internally and externally.

• Capability to excel in a lean, self-motivated, and occasionally ambiguous environment.

🏝️ Benefits

• Flexible Time Off – Enjoy the time you need to relax, recharge, and live your life.

• Company-Wide Wellbeing Days – Paid days off dedicated to unplugging and prioritizing your mental health.

• Work From Home Reimbursement – Support for creating a productive home office setup.

• Multiple Health Plan Options – Including a plan fully paid by the employer.

• Employer HSA Contributions – Available when enrolled in a High-Deductible Health Plan.

• Fitness Reimbursement Program – Stay active in a way that suits you.

• On-Demand Mental Health Support – Access to Headspace and other wellness resources.

• Paid Parental Leave – Available for both birthing and non-birthing parents.

• Traditional & Roth 401(k) – Featuring a generous employer match.

• Life & AD&D Insurance – Comprehensive employer-paid coverage for your peace of mind.

• Online Learning Platforms – Support for your professional growth.

• Competitive Salary & Bonuses – Your contributions are recognized and rewarded.