Granicus

Customer Success Manager

Granicus

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $85,000 - $120,000 per year

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).
  • 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.
  • Monitor and optimize customer health scores and engagement metrics.
  • Develop and implement churn mitigation strategies.
  • Lead strategic planning that synchronizes customer success activities across segments.

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
  • Flexible Time Off – Take the time you need to rest, recharge, and live your life.
  • Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
  • Work From Home Reimbursement – Support a productive home office environment.
  • Multiple Health Plan Options – Including a 100% employer-paid plan.
  • Employer HSA Contributions – When enrolled in a High-Deductible Health Plan.
  • Fitness Reimbursement Program – Stay active, your way.
  • On-Demand Mental Health Support – Access to Headspace and other wellness tools.
  • Paid Parental Leave – For both birthing and non-birthing parents.
  • Traditional & Roth 401(k) – With a generous company match.
  • Life & AD&D Insurance – 100% employer-paid coverage for peace of mind.
  • Online Learning Platforms – Fuel your professional development.
  • Competitive Salary & Bonuses – Your contributions are valued and rewarded.
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 optimizationchurn mitigation strategiesupsell initiativescross-sell initiativescustomer health score monitoringperformance metrics analysisstrategic planning
Soft Skills
leadershipteam buildinginterpersonal skillsrelationship buildingcoachingmentoringcommunicationcollaborationproblem-solving
Certifications
BA/BS degree