Granicus

Manager – Customer Success

Granicus

full-time

Posted on:

Location Type: Remote

Location: California • United States

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About the role

  • 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
  • Manage and mentor customer success consultants daily, ensuring adherence to Service Level Agreements (SLAs)

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
  • Preferred experience with Salesforce and customer success platforms or equivalent systems
  • 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
  • Experience managing distributed teams and working across time zones
  • Proven ability to develop and optimize customer success workflows
  • BA/BS degree or equivalent experience
Benefits
  • Employee Resource Groups to encourage diverse voices
  • Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
  • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
  • We bring in special guests from time to time to discuss issues that impact our employee population
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success automation strategiesdata analysisworkflow optimizationupsell strategiescross-sell strategiesperformance metrics analysisprocess adherencestrategic account managementclient data review
Soft Skills
leadershipteam buildinginterpersonal skillsrelationship buildingcoachingmentoringcommunicationstrategic thinkingproblem-solving