Enterprise Customer Success Manager

Accela is a leader in government software solutions, and they are seeking an Enterprise Customer Success Manager to build lasting relationships with strategic customers. The role involves managing a portfolio of enterprise-level government agency customers, ensuring their success through product adoption and satisfaction, while collaborating with internal teams to drive customer outcomes.

Responsibilities:

• Manage a large portfolio of enterprise government agency customers, delivering high-touch engagement and strategic guidance at scale
• Build and maintain trusted advisor relationships with senior stakeholders and executive sponsors, includingCXO-level contacts on both the IT and business sides of the organization
• Develop 3-5 year strategic agency plans in partnership with customers, aligned to Accela's product roadmap and the agency's long-term goals
• Travel regularly to customer sites to conduct walk-the-halls engagement, strengthen relationships, and deepen organizational awareness
• Own renewal health for the portfolio, proactively identifying and managing at-risk accounts, forecasting renewal outcomes, and driving retention through consistent value attainment
• Partner closely with Sales to identify, develop, and advance upsell and cross-sell opportunities within the enterprise portfolio
• Build and maintain KPI dashboards and deliver compelling data stories that communicate customer progress, outcomes, and Accela's impact to both internal and customer stakeholders
• Benchmark customer outcomes against industry peers and best practices, helping customers understand their performance and identify areas for improvement
• Identify AI use cases specific to each customer's workflows and track AI feature adoption as a key health and engagement signal
• Leverage AI tools and capabilities to scale customer success activities across a large portfolio without sacrificing quality of engagement
• Develop, implement, and track goals using the Objective and Key Results (OKR) framework
• Advocate for customer needs within the organization through formal Voice of the Customer (VoC) processes, ensuring enterprise feedback directly influences product and service development
• Flag competitive displacement risks at accounts and surface competitive intelligence to internal teams
• Identify and develop peer reference opportunities and partner with Marketing to develop case studies that turn healthy accounts into advocates
• Manage escalations end to end, owning the escalation path from intake through resolution
• Mentor and provide informal leadership to CSM teammates, sharing enterprise best practices and success methodologies across the team

Requirements:

• 5+ years of experience in Customer Success, Account Management, or related roles, with at least 2+ years in an enterprise or senior CSM capacity
• Experience in Gov Tech or the public sector is required
• Deep expertise in Gainsight, including health scores, playbooks, reporting, and driving customer outcomes across a large portfolio
• Proven ability to develop and execute enterprise-level customer success strategies, account plans, and multi-year strategic plans
• Strong data analysis and visualization skills, including KPI dashboard development and data storytelling for executive audiences
• Excellent communication, presentation, and executive-level stakeholder management skills, including experience engaging CXO-level contacts
• Demonstrated ability to own renewal health, forecast risk, and drive retention across a large book of business
• Experience partnering with Sales on upsell and cross-sell motions within an enterprise customer portfolio
• Familiarity with AI tools and the ability to identify and track AI use cases and adoption within customer workflows
• Willingness and ability to travel regularly for on-site customer engagement
• Knowledge of the Accela Civic Platform and its applications
• Experience with OKR frameworks and enterprise customer results strategies
• Experience benchmarking customer outcomes and communicating performance against industry peers
• Experience developing customer references, case studies, or participating in customer advisory boards (CABs)
• Strong understanding of competitive landscape in Gov Tech and ability to flag and communicate displacement risks
• Experience leading or mentoring CSM teammates in an informal leadership capacity
• Ability to thrive in a dynamic, fast-paced environment while managing competing priorities across a large portfolio