Customer Success Consultant - Strategic Accounts

Summary

Join Granicus as a Customer Success Consultant – Strategic Accounts and become a trusted advisor for high-value clients. You will drive adoption, value realization, and long-term success for a portfolio of strategic customers. Responsibilities include conducting quarterly strategic reviews, developing success plans, providing budget planning support, and acting as the primary point of contact for these clients. You will collaborate with internal teams, analyze customer data, identify growth opportunities, and advocate for customer needs. This role requires 3–5+ years of experience in customer success, account management, or consulting, strong analytical and communication skills, and experience with CRM systems. The position is based in Costa Rica.

Requirements

• 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
• 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

• 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
• 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
• Ability/experience in ability to assist in RFP response process as well as to present in a finalist capacity to a customer
• 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

Benefits

We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand