Customer Success Consultant

Granicus; United States; On-site; USD 60,600 - 73,000; Full time

Benefits offered by this job

Flexible Time Off

Wellbeing Days

Health Plan Options

Paid Parental Leave

401(k) with Company Match

Job summary

Granicus is looking for a Customer Success Consultant to enhance client relationships and drive satisfaction with their SaaS solutions. This role can be based in St. Paul, MN, Denver, CO, Washington, D.C. or remote in the US or Canada.

Your responsibilities will include advising clients, conducting strategic meetings, and providing tailored recommendations. With a focus on relationship management, you will engage deeply with key accounts to foster success.

The position offers a comprehensive benefits package, work-from-home support, and a competitive salary.

Qualifications

• Proven ability to manage executive relationships.
• Experience with customer success management.
• Familiarity with public sector organizations is a plus.

Responsibilities

• Act as a primary contact for strategic customers.
• Conduct quarterly Strategic Review meetings.
• Analyze customer usage data and engagement metrics.

Skills

Customer success experience

Account management

Strong analytical skills

Excellent communication

Education

3–5+ years of experience

Experience with strategic clients

Tools

Salesforce

Customer success tools

Job description

Job Summary

Granicus provides technology and services that empowers government organizations to create seamless digital experiences for the people they serve. By offering the industry’s leading cloud-based solutions for communications, content management, and digital services to more than 5,500 public sector organizations, Granicus helps turn government missions into quantifiable realities. Granicus products connect more than 280 million people, creating a powerful network to enhance citizen engagement. By optimizing decision-making processes, Granicus strives to help government see better outcomes and a greater impact for the citizens they serve. Come see the impactful work we’ve done on communities across the country (and world!): https://granicus.com/success-stories/

The ideal candidate would be resourceful, flexible with requests, enjoys solving problems and is effective at managing relationships and communicating. This position can be based in St. Paul, MN, Denver, CO, Washington, D.C. or Remote in the US or Canada.

The Customer Success Consultant is accountable for our clients' adoption of our growing suite of SaaS solutions and services across client segment tiers, driving visible value aligned with our clients' business outcomes. As a consultant, you will act as a powerful client advocate, providing exceptional customer service so that our clients can deliver high-quality civic and citizen experiences in their communities. You will develop your experience with Software as a Service (SaaS) platforms and the ability to translate the capabilities of a technology platform into specific benefits for a given client.

What Your Impact Will Look Like

• Serve as a dedicated strategic advisor to a smaller, high-impact book of business.
• Conduct quarterly Strategic Review meetings with each customer to assess progress, align on goals, and identify new opportunities.
• Develop and maintain shared Success Plans that outline customer objectives, key milestones, and success metrics.
• Provide annual Budget Planning Documents to support customers in securing internal funding and planning for future investments.
• Build deep relationships through in-office visits, conference attendance, and tradeshow engagements as needed.

Customer Success Management & Strategy

• Act as the primary point of contact for strategic customers, ensuring a seamless experience across onboarding, adoption, and renewal.
• Collaborate cross-functionally with Sales, Implementation, and Support to resolve issues and deliver value.
• Analyze customer usage data and engagement metrics to inform proactive outreach and strategic recommendations.
• Monitor customer health and implement mitigation strategies to reduce churn risk.

Growth & Expansion

• Identify and nurture expansion opportunities through consultative conversations and strategic planning.
• Partner with Sales to co-develop account growth strategies and support upsell/cross-sell initiatives.
• Present tailored value propositions to executive stakeholders.
• Ability/experience in assisting in RFP response process as well as presenting in a finalist capacity to a customer.

Customer Advocacy & Experience

• Champion the voice of the customer internally, advocating for product enhancements and service improvements.
• Contribute to customer reference programs and success story development.
• Stay current on Granicus product updates, industry trends, and best practices in customer success.

Customer Success Operations

• Maintain accurate and up-to-date records in CRM and customer success platforms.
• Follow standardized processes while contributing to continuous improvement initiatives.
• Track and report on key performance indicators, including engagement, satisfaction, and retention.

You Will Love This Job If You Have

• 3–5+ years of experience in customer success, account management, or consulting, preferably with strategic or enterprise clients.
• Proven ability to manage executive relationships and lead strategic planning conversations.
• Strong analytical skills and comfort with data-driven decision-making.
• Excellent communication, presentation, and interpersonal skills.
• Experience with CRM systems (Salesforce preferred) and customer success tools.
• Willingness to travel up to 25% for client meetings, conferences, and events.
• Familiarity with public sector organizations is a plus.

Pay Range

USD $60,600.00 - USD $73,000.00 /Yr.

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Benefits

At Granicus, we offer acomprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance—starting from day one.

Flexibility & Balance

• 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.

Health & Wellness

• 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.

Family & Future

• 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.

Growth & Recognition

• Online Learning Platforms – Fuel your professional development.
• Competitive Salary & Bonuses – Your contributions are valued and rewarded.

Equal Opportunity Employer

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.