Sr, Customer Success Manager

Accela provides cloud-based government software that helps agencies improve citizen engagement, streamline processes, and increase efficiency. The Senior Customer Success Manager will manage a segmented portfolio of mid-market government agency accounts, own retention and customer health outcomes, and develop scaled engagement strategies using AI and customer success tools.

Responsibilities:

• Own a portfolio of up to 50 mid-market government agency accounts in your region, along with the high, medium, and low touch segmentation model that determines how each account is served
• Own gross dollar retention (GDR) for the segment by forecasting renewals, identifying risk early, and driving retention through consistent value attainment
• Own customer health in Gainsight, using health scores, playbooks, and CTAs to intervene well before the renewal window
• Build trusted advisor relationships with CIOs, department directors, and business leaders, and lead business reviews across the book
• Develop account plans for high touch accounts that connect agency goals to measurable outcomes, and design scaled review motions that deliver comparable value to medium and low touch accounts
• Drive adoption and enablement across the region through training, onboarding support, adoption campaigns, and regional user groups
• Use AI to scale coverage across medium and low touch accounts, and track customer AI adoption as a health signal
• Partner with the Enterprise CSM covering your region on shared agencies, aligned strategy, and clean transitions as accounts grow into the enterprise segment
• Partner with Sales to develop Customer Success Qualified Leads into pipeline, and with Services, Support, and Product to deliver a consistent customer experience
• Own escalations end to end for your accounts, and advocate for customer needs through Voice of the Customer
• Travel approximately 20% for on-site engagement, business reviews, and regional events

Requirements:

• 4+ years in SaaS Customer Success, Account Management, or a related field, including experience managing a large or segmented book of business
• Experience managing 25 or more accounts at once against a touch-based segmentation model
• 2+ years using Gainsight for health scoring, playbooks, and reporting
• Demonstrated ownership of retention outcomes, including renewal forecasting, risk identification, and save plans
• Strong data skills, including building dashboards and reporting that tell a clear story about portfolio health
• Excellent communication and presentation skills, including leading business reviews with CIOs and department leaders
• Experience building customer enablement such as training, onboarding, or adoption campaigns
• Comfort using AI tools to scale work across a large portfolio
• Willingness to travel approximately 20%
• Gov Tech or public sector Customer Success experience
• Knowledge of the Accela Civic Platform
• Gainsight CSM Certification
• Experience building or refining customer segmentation and coverage models
• Experience partnering with enterprise or strategic CSMs on shared regional accounts