Customer Success Manager

The Company Serving the People Who Serve the People Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn. Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. Want to know more? See more of what we do here . PLEASE NOTE - You must reside in Costa Rica to be considered for this position. Candidates living in other countries cannot be considered at this time. The Customer Success Consultant – Strategic Accounts is a trusted advisor responsible for driving adoption, value realization, and long-term success for a focused portfolio of high-value strategic customers. These customers receive a more personalized and proactive level of service, including quarterly Strategic Review meetings, collaborative Success Planning, and tailored support for budget planning efforts. This role is ideal for professionals with a strong background in customer success, account management, or consulting—particularly those who thrive in high-touch, relationship-driven environments. You will work closely with strategic U.S. and/or North American clients to align Granicus solutions with their evolving goals, ensuring they achieve measurable outcomes and remain long-term partners. #Costa Rica \n What your impact will look like here Strategic Customer Engagement 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. Customer Success Management & Strategy 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. Growth & Expansion 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. Ability/experience in ability to assist in RFP response process as well as to present in a finalist capacity to a customer Customer Advocacy & Experience 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. Customer Success Operations 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. You will love this job if you have 3–5+ years of experience in customer success, account management, or consulting, preferably with strategic or enterprise clients. 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. PERFORMANCE METRICS Strategic Review completion rate and quality Success Plan adoption and alignment with customer goals Customer satisfaction and Net Promoter Score (NPS) Retention and renewal rates Product adoption and usage growth Expansion revenue and opportunity identification \n Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit! Security and Privacy Requirements - Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program. - Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies. The Team - We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand. The Culture - At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey. - A few culture highlights include –Employee Resource Groups to encourage diverse voices - Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs. - Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.-=- - We bring in special guests from time to time to discuss issues that impact our employee population The Impact - We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally.We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here . Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.