Remote Customer Success Manager

Summary

Join Accela as a Customer Success Manager to build lasting relationships with customers, develop comprehensive Major Account Plans, and drive customer satisfaction. As a CSM, you will work closely with internal teams, leverage industry best practices, and significantly impact our customers' success.

Requirements

• Strong knowledge and use of Gainsight, including driving health score, playbooks, and achieving customer results
• Experience in Pooled CSM methodologies working with a large pool of 300+ customers
• Experience in leading digital strategies focused on driving customer behavior and tracking engagement participation
• Bachelor’s degree in a relevant field or equivalent work experience
• 3+ years of experience in customer success, account management, or a related field
• Proven ability to develop and execute customer success strategies and plans
• Strong data analysis skills to monitor and interpret customer health and engagement metrics
• Excellent communication and presentation skills
• Demonstrated ability to collaborate with cross-functional teams
• Proactive problem-solving skills and a customer-centric mindset
• Ability to manage multiple customer accounts and prioritize tasks effectively
• Experience with customer success tools, methodologies, and technologies

Responsibilities

• Manage a large pool of 300+ customers
• Lead digital strategies focused on driving customer behavior and tracking engagement participation
• Develop and execute detailed customer result plans that align with strategic goals
• Conduct regular customer health assessments and proactively address potential issues
• Lead quarterly Health Reviews with key stakeholders to review performance and plan future activities
• Maintain regular, proactive communication with customers to provide updates, gather feedback, and address concerns
• Collaborate closely with sales, services, and product teams to deliver a cohesive customer experience
• Drive product development and ensure customers realize the full value of our solutions
• Advocate for customer needs within the organization, ensuring their feedback influences product and service developments
• Identify opportunities for account growth and additional service penetration
• Implement and share industry best practices to optimize customer workflows and processes
• Manage escalations effectively, ensuring timely resolution of challenges
• Maximize customer success by helping customers identify and measure key results and business outcomes
• Enhance customer experience by clearly defining ownership and managing key Customer Moments of Truth across Accela
• Analyze and effectively communicate data stories that drive success for both Accela and the customer through various reporting platforms
• Help reduce churn through value attainment
• Enable cross-sell opportunities and improve new logo win rates
• Establish account contacts

Preferred Qualifications

• Gainsight admin experience
• Experience in the SaaS industry or with enterprise software solutions
• Experience in Gov Tech
• Familiarity with the concepts of customer results and success strategies
• Knowledge of the Accela Civic Platform and its applications
• Strong understanding of industry best practices for customer success
• Previous experience in a role requiring proactive customer engagement and advocacy
• Ability to thrive in a dynamic, fast-paced environment

Benefits

• Annual base salary range: $85,000 - $95,000
• Commissions target
• Flexible time off
• Comprehensive medical, dental, and vision plans
• Family planning benefits
• 401(k) retirement savings plan with company match
• Health savings account with company contributions
• Flexible spending account
• Life, accident, and disability coverage
• Business travel insurance
• Employee assistance programs
• Other well-being benefits