Customer Success Manager

Summary

Join Granicus as a Manager, Customer Success and lead a team in driving client adoption of SaaS solutions. You will create and implement customer success programs, optimize automation strategies, and analyze metrics to improve team performance. The role involves managing and mentoring a team, developing upsell/cross-sell initiatives, and collaborating with sales teams. Strong leadership, analytical, and relationship-building skills are essential. Experience with Salesforce and customer success platforms is required, with preference given to experience with Totango or Gainsight. The position offers the opportunity to make a significant impact on the company's success and contribute to a positive work environment.

Requirements

• 5+ years leading a team in a relevant field such as a marketing agency or software company
• Demonstrated experience in team building, leadership or management formal or informal positions
• Proven track record of implementing successful customer success automation strategies
• Must have experience with Salesforce
• Strong analytical skills with the ability to translate data into actionable insights
• Natural ability to foster internal and external relationships
• Exceptional interpersonal skills for relationship building at all levels of the organization
• BA/BS degree or equivalent experience

Responsibilities

• Lead Customer Success Team through organizational transition with strategic approach, steadfast adherence to process, and superior supervisory skills
• Create, implement and refine Customer Success programs to drive customer lifetime value through accelerated product adoption
• Develop and optimize automation strategies and workflows to enhance team efficiency and customer experience
• Guide team to proactively review client data and system usage to provide best practice recommendations
• Serve as escalation point for complex customer issues and strategic account challenges
• Analyze metrics and team performance statistics to drive continuous improvement
• Develop and execute strategic upsell/cross-sell initiatives across portfolio
• Coach team members on identifying and pursuing expansion opportunities
• Present solutions and value propositions to client stakeholders
• Collaborate with sales teams on growth strategies
• Lead virtual and in-person presentations to diverse audiences
• Manage and mentor customer success consultants daily, ensuring adherence to Service Level Agreements (SLAs)
• Create professional development plans for team members and facilitate ongoing educational content
• Create and maintain new team member training materials and resources based on optimization and team needs
• Prescriptively deliver feedback to strengthen practices and acutely address performance issues
• Ensure cross-departmental teams meet their goals through effective collaboration
• Maintain expert-level knowledge of all product policies, integrations, and industry developments
• Ensure best practices are adopted and employed by individual contributors and teams along the maturity curve
• Monitor and optimize customer health scores and engagement metrics
• Develop and implement churn mitigation strategies
• Create and maintain standardized operating procedures for workflow optimization
• Lead strategic planning that synchronizes customer success activities across segments
• Advocate for customers throughout cross-functional meeting forums
• Communicate effectively with internal stakeholders to facilitate smooth customer journeys
• Act as an escalation point to report issues and influence core product changes
• Advance team learnings through retrospectives and transparent dissemination of information
• 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

Preferred Qualifications

• Preferred experience with a CRM tool and customer success platforms or equivalent systems such as Totango or Gainsight
• Experience managing distributed teams and working across time zones
• Proven ability to develop and optimize customer success workflows

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