Manager, Customer Success

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.

Granicus is seeking an experienced and personable individual to lead a Customer Success team. You will play a critical role in leading a team that manages a portfolio of Granicus customers and empower them to serve their community better through regular, proactive engagement and reactive service.

What your impact will look like:

• Deliver success through leading and empowering the team.
• Lead employees/team to meet expectations for productivity, quality, continuous improvement, and company goals.
• Coach, mentor, and invest in each individual. Creating individual growth paths to retain talent.
• Ensure best practices are adopted and employed by individual contributors and teams.
• Prescriptively deliver feedback to strengthen practices, and acutely address performance issues.
• Whole-heartedly set model for collaborative internal relationships and authentically encourage opportunity expansion with qualified leads in Salesforce
• Manage escalations to create a better customer experience and reduce churn
• Manage pipeline and churn forecast for assigned portfolio
• Partner with peers and Customer Success Director to proactively identify ways to improve upon customer retention and experience.
• Elevate organizational and individual issues at appropriate times to respective advocates.
• Passionately pursue developments in Granicus product portfolio, competitive advancements, and modern engagement trends
• Grow and nurture internal relationships within
• Additional Duties as assigned.

You'll love this job if you have:

• 2-3 years of experience in external customer management, development, strategy or a consultant role
• 1-2 years of people management in a customer success, project management or change manager role.
• Experience working in government, non-profit or similar field.
• Proficient in technology with the ability to quickly learn and think systematically.
• Ability to enthuse and inspire people towards action.
• Demonstrated problem-solving skills and the ability to work independently.
• Driven by thoughtful, quality, and detail-oriented processes, project output, and client/team interactions.
• An ability to positively represent the company to the customer, and the customer to the company.
• Excellent verbal and written communicator
• Public speaking and presentation skills
• You have commitment to diversity of thought and consideration of different ideas
• Demonstrated experience in team building, leadership or management with formal or informal positions
• Commitment to diversity of thought and consideration of different ideas