Customer Success Consultant

Granicus, Inc.; United Kingdom; Remote; GBP 35,000 - 55,000; Full time

Job summary

Granicus, Inc. is seeking a Customer Success Consultant to support the adoption of SaaS solutions and drive client value. The role involves guiding clients through their journey, analyzing metrics for improvement, and advocating for customer needs. Ideal candidates will have strong client relationship skills and a passion for data-driven success.

Qualifications

• 5+ years of relevant experience in an agency, public sector, or software organization.
• Strong interest in analytics and data-driven advancement.
• Exceptional interpersonal skills for relationship building.

Responsibilities

• Guide clients through their journey from pre-sales to onboarding and support.
• Analyze metrics and make data-driven recommendations.
• Advocate for customer needs across departments.

Skills

Client relationship management

Data-driven decision making

Process improvement

Interpersonal skills

Analytical skills

Job description

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 one of the best companies to work for 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. Our digital solutions—covering communications, government website design, meeting and agenda management, records management, and digital services—empower stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions and disseminating critical information, Granicus helps governments bring themselves closer to the communities they serve, driving meaningful change worldwide.

Want to learn more? See more of what we do here.

Granicus is seeking a Customer Success Consultant (MATERNITY COVER) – CSC – to support the successful adoption of our SaaS solutions and to drive value aligned with our clients' outcomes. You will guide customers on a strategic journey of success, acting as a client navigator.

Ideal candidates will have experience nurturing clients in an agency, public sector, or software organization. They should possess excellent client relationship skills and a proven track record in data-driven decision making, process adherence, and organizational improvement. A collaborative, fast-paced team environment that values world-class service is essential.

An excellent CSC provides exceptional service, enabling our customers to deliver outstanding civic and citizen experiences.

#UnitedKingdom

Essential Functions:

1. Proactively guide clients through every step of their journey—from pre-sales to onboarding, implementation, support, and sales—to ensure a seamless experience.
2. Analyze metrics from dashboards and make data-driven recommendations to accelerate adoption based on benchmarks and client baselines.
3. Promote best practices along the product maturity curve.
4. Use analytics to increase client adoption and usage.
5. Research current client topics, including program backgrounds, agency developments, media reports, and industry trends.
6. Continuously evolve best practices to improve team learnings and industry standards in customer success.
7. Provide tailored client interactions leveraging available resources.
8. Advocate for customer needs across departments, such as product development.
9. Collaborate with sales to gather intelligence and identify expansion opportunities in Salesforce.
10. Stay informed about developments in Granicus products, SaaS customer success practices, and industry trends.
11. Represent Granicus at internal and external events as a product and civic knowledge expert.

Qualifications:

1. 5+ years of relevant experience in an agency, public sector, or software organization.
2. A strong interest in analytics and data-driven advancement, with knowledge of civic-management and citizen engagement tools preferred.
3. Interest in public sector developments and industry best practices.
4. Excellent organizational skills and passion for process improvement.
5. Exceptional interpersonal skills for relationship building.
6. Ability to thrive in a proactive, lean environment.
7. Commitment to diversity and inclusion.
8. Willingness to travel up to 20% for client meetings and company commitments.

We encourage applicants who may not meet all requirements but are eager to learn. We value diversity and do not require degrees for most roles.

Security and Privacy Requirements

• Maintain information security by protecting confidentiality, integrity, and availability of data in line with company policies.
• Ensure data privacy for employees and customers, completing required training promptly.

The Team

We are a remote-first, globally distributed company across the U.S., Canada, U.K., India, Armenia, Australia, and New Zealand.

The Culture

We foster a transparent, inclusive, and safe environment, with Employee Resource Groups, regular CEO interactions, wellness communities, and guest speakers discussing relevant issues.

The Impact

We serve organizations worldwide using our digital solutions to make a positive impact. See our success stories here.

Granicus is committed to equal employment opportunities, considering all qualified applicants without discrimination based on race, gender, age, disability, or other protected statuses.