Regional GovTech CSM - AI-Powered Growth & Retention

Accela, Inc.; United States; On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Comprehensive benefits package

401(k) with company match

Health Savings Account

Job summary

Accela, Inc. seeks a Senior Customer Success Manager to own a regional, mid-market government account portfolio. You will forecast renewals, manage health signals in Gainsight, and lead engagement strategies across high, medium, and low touch segments.

You will build executive relationships, develop account plans, and coordinate with Sales, Services, Support, and Product to deliver a consistent customer experience. Travel ~20% is expected.

Qualifications

• 4+ years in SaaS Customer Success, Account Management, or related field.
• Experience managing 25+ accounts simultaneously under a touch-based segmentation.
• 2+ years using Gainsight for health scoring, playbooks, and reporting.
• Demonstrated ownership of retention outcomes including renewals forecasting and saves.
• Strong data skills with dashboards and portfolio health storytelling.
• Excellent communication and presentation skills with CIOs/leaders.
• Experience building customer enablement like training or adoption campaigns.
• Willingness to travel ~20%.

Responsibilities

• Own a portfolio of up to 50 mid-market government accounts and the segmentation model.
• Own gross dollar retention for the segment by forecasting renewals and reducing risk.
• Own customer health in Gainsight using health scores, playbooks, and CTAs.
• Build trusted advisor relationships with CIOs and directors and lead business reviews.
• Develop high-touch account plans and scalable review motions for mid/low touch.
• Drive adoption and enablement via training, onboarding, campaigns, and regional groups.
• Use AI to scale coverage across accounts and track AI adoption as a health signal.
• Partner with Enterprise CSM on shared agencies and clean transitions as accounts grow.
• Collaborate with Sales, Services, Support, and Product to deliver a consistent experience.
• Own escalations end to end for accounts and advocate via Voice of the Customer.
• Travel approximately 20% for on-site engagement, reviews, and events.

Skills

SaaS Customer Success

Account Management

Gainsight

Data Dashboards

Executive Communication

AI Tools

Travel readiness

Tools

Gainsight

Job description

Accela, Inc. seeks a Senior Customer Success Manager to own a regional, mid-market government account portfolio. You will forecast renewals, manage health signals in Gainsight, and lead engagement strategies across high, medium, and low touch segments.

You will build executive relationships, develop account plans, and coordinate with Sales, Services, Support, and Product to deliver a consistent customer experience. Travel ~20% is expected.