Customer Success Manager
Accela
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $75,000 - $100,000 per year
Job Level
Mid-LevelSenior
About the role
- Develop and execute detailed customer health plans that align with strategic goals.
- Conduct regular customer health assessments and proactively address potential issues.
- Lead on-site and virtual business reviews with key stakeholders, including CIO and business development and planning executives
- 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 and establish a seamless feedback loop.
- Drive product adoption and ensure customers realize the full value of our solutions.
- Advocate for customer needs within the organization, ensuring their feedback informs product and development decisions.
- Identify opportunities for account growth through customer success-qualified leads.
- Implement and share best practices from the Gov Tech industry to optimize customer workflows and processes.
- Manage escalations effectively to ensure timely resolution of challenges.
- Maximize customer success by helping them 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 Accela and the customer through various reporting platforms.
- Help reduce churn through value attainment.
- Understand account segmentation models and deliver results to an extensive portfolio of businesses.
- 10-20% of travel will be required.
Requirements
- Bachelor’s degree in a relevant field or equivalent work experience
- 3+ years of experience in SaaS customer success, account management, or a related field
- Data Analytics expert with strong Excel knowledge and a data analysis mindset
- Technical skills in understanding workflows, scripting, troubleshooting, and learning complex product configurations
- 2+ years of experience utilizing Gainsight daily for account health, planning, and health insights
- 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.
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analyticsExcelscriptingtroubleshootingcustomer success strategiesaccount managementcustomer health assessmentsproduct adoptionaccount segmentation modelsGainsight
Soft skills
communicationpresentationcollaborationproblem-solvingcustomer-centric mindsetprioritizationproactive communicationleadershiporganizational skillsfeedback management