Customer Success Consultant

Summary

Join Granicus as a Customer Success Consultant and drive client adoption of our SaaS solutions. You will act as a client advocate, providing exceptional service to ensure high-quality civic experiences. Leverage your experience in client relationship management and data-driven decision-making to advise clients on best practices and identify growth opportunities. Collaborate with sales and other teams to expand client portfolios and contribute to upsell/cross-sell initiatives. Advocate for clients internally and externally, representing Granicus as a subject-matter expert. Maintain strong product knowledge and contribute to customer success strategies. This role requires 2-3+ years of relevant experience and strong analytical, organizational, and interpersonal skills.

Requirements

• 2-3+ years of experience in a relevant field such as customer success, account management, or client services
• Strong appetite for analytics and advancement driven by data
• Excellent organizational skills and ability to manage multiple priorities efficiently
• Adaptability to different client needs and engagement approaches
• Exceptional interpersonal skills for building and maintaining client relationships
• Experience with CRM platforms (Salesforce preferred) and customer success technologies
• Ability to thrive in a lean, self-propelling, proactive environment
• Commitment to diversity of thought and consideration of different ideas
• 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

Responsibilities

• Proactively manage an assigned portfolio of clients through the customer journey, adjusting approach based on client needs and segment requirements
• Act as interface among sales, implementation, and support to track, resolve and follow up on customer issues
• Advise customers on best practices of Granicus products through various engagement methods appropriate to the client segment
• Build strong relationships by maintaining engagement, creating communication plans and routine account reviews
• Manage escalations by creating save plans and engaging leadership as needed
• Analyze client usage data via Salesforce reports and PowerBI signature dashboards to make data-driven recommendations
• Research relevant client topics such as program background, agency developments, and industry vertical trends
• Collaborate with Sales to develop territory expansion plans and coordinate customer outreach
• Identify and document expansion opportunities through the Client Services Qualified Leads Program
• Present solutions and value propositions to client stakeholders where appropriate
• Contribute to strategic upsell/cross-sell initiatives across your portfolio
• Advocate for customers through participation in internal cross-functional meetings
• Achieve quarterly and annual targets for Net Promoter Score Program and Business Reviews
• Identify Customer References and Success Stories quarterly
• Pursue developments in Granicus product portfolio, SaaS customer-success practices, and modern engagement trends
• Represent Granicus at internal and external speaking events as a subject-matter expert
• Maintain strong knowledge of product policies, integrations, and industry developments
• Employ best practices for customer success within your client segment
• Monitor and optimize customer health scores and engagement metrics
• Contribute to churn mitigation strategies
• Follow standardized operating procedures for workflow optimization

Preferred Qualifications

• Experience with or knowledge of public sector organizations preferred
• Change management experience valued

Benefits

• Flexible Time Off
• Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
• 401(k) plan with matching contribution
• Paid Parental Leave
• Employer-paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
• Group legal coverage