Note: The job is a remote job and is open to candidates in USA. Granicus is a company transforming the Govtech industry by connecting governments with their constituents. They are seeking a Customer Success Consultant to drive the adoption of their SaaS solutions and ensure customer satisfaction through strategic engagement and relationship management.
Responsibilities
- Serve as a dedicated strategic advisor to a smaller, high-impact book of business
- Conduct quarterly Strategic Review meetings with each customer to assess progress, align on goals, and identify new opportunities
- Develop and maintain shared Success Plans that outline customer objectives, key milestones, and success metrics
- Provide annual Budget Planning Documents to support customers in securing internal funding and planning for future investments
- Build deep relationships through in-office visits, conference attendance, and tradeshow engagements as needed
- Act as the primary point of contact for strategic customers, ensuring a seamless experience across onboarding, adoption, and renewal
- Collaborate cross-functionally with Sales, Implementation, and Support to resolve issues and deliver value
- Analyze customer usage data and engagement metrics to inform proactive outreach and strategic recommendations
- Monitor customer health and implement mitigation strategies to reduce churn risk
- Identify and nurture expansion opportunities through consultative conversations and strategic planning
- Partner with Sales to co-develop account growth strategies and support upsell/cross-sell initiatives
- Present tailored value propositions to executive stakeholders
- Champion the voice of the customer internally, advocating for product enhancements and service improvements
- Contribute to customer reference programs and success story development
- Stay current on Granicus product updates, industry trends, and best practices in customer success
- Maintain accurate and up-to-date records in CRM and customer success platforms
- Follow standardized processes while contributing to continuous improvement initiatives
- Track and report on key performance indicators, including engagement, satisfaction, and retention
Skills
- 3–5+ years of experience in customer success, account management, or consulting, preferably with strategic or enterprise clients, or relevant staffer experience on Capitol Hill
- Proven ability to manage executive relationships and lead strategic planning conversations
- Strong analytical skills and comfort with data-driven decision-making
- Excellent communication, presentation, and interpersonal skills
- Experience with CRM systems (Salesforce preferred) and customer success tools
- Willingness to travel client sites up to 25% of the time for client meetings, conferences, and events
Benefits
- Flexible Time Off – Take the time you need to rest, recharge, and live your life.
- Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
- Work From Home Reimbursement – Support a productive home office environment.
- Multiple Health Plan Options – Including a 100% employer-paid plan.
- Employer HSA Contributions – When enrolled in a High-Deductible Health Plan.
- Fitness Reimbursement Program – Stay active, your way.
- On-Demand Mental Health Support – Access to Headspace and other wellness tools.
- Paid Parental Leave – For both birthing and non-birthing parents.
- Traditional & Roth 401(k) – With a generous company match.
- Life & AD&D Insurance – 100% employer-paid coverage for peace of mind.
- Online Learning Platforms – Fuel your professional development.
- Competitive Salary & Bonuses – Your contributions are valued and rewarded.
Company Overview
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