Manager - Customer Success

Granicus is a company focused on transforming the Govtech industry through technology that connects governments and constituents. The Manager, Customer Success is responsible for driving client adoption of SaaS solutions, leading a team and ensuring customer success through strategic initiatives and relationship management.

Responsibilities:

• 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
• 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
• 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
• 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
• 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

Requirements:

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