Regional GovTech CSM: Growth & Retention

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

Job summary

Accela, a cloud-based government software company, seeks a Senior Customer Success Manager to own the health and retention of a mid-market government agency portfolio in the region. You will manage up to 50 accounts and design segmentation so high, medium, and low touch customers receive the right level of engagement, owning gross dollar retention for the segment.

This senior IC role collaborates with Enterprise CSMs, scales coverage with AI, and leads enablement like training and adoption

Qualifications

• 4+ years in SaaS Customer Success, Account Management, or a related field.
• Experience managing 25 or more accounts at once against a touch-based segmentation model.
• 2+ years using Gainsight for health scoring, playbooks, and reporting.
• Demonstrated ownership of retention outcomes, including renewal forecasting, risk identification, and save plans.
• Strong data skills, including building dashboards and reporting that tell a clear story about portfolio health.
• Excellent communication and presentation skills, including leading business reviews with CIOs and department leaders.
• Experience building customer enablement such as training, onboarding, or adoption campaigns.
• Comfort using AI tools to scale work across a large portfolio.
• Willingness to travel approximately 20%.

Responsibilities

• Own a portfolio of up to 50 mid-market government agency accounts in your region, along with the high, medium, and low touch segmentation model that determines how each account is served.
• Own gross dollar retention (GDR) for the segment by forecasting renewals, identifying risk early, and driving retention through consistent value attainment.
• Own customer health in Gainsight, using health scores, playbooks, and CTAs to intervene well before the renewal window.
• Build trusted advisor relationships with CIOs, department directors, and business leaders, and lead business reviews across the book.
• Develop account plans for high touch accounts that connect agency goals to measurable outcomes, and design scaled review motions that deliver comparable value to medium and low touch accounts.
• Drive adoption and enablement across the region through training, onboarding support, adoption campaigns, and regional user groups.
• Use AI to scale coverage across medium and low touch accounts, and track customer AI adoption as a health signal.
• Partner with the Enterprise CSM covering your region on shared agencies, aligned strategy, and clean transitions as accounts grow into the enterprise segment.
• Partner with Sales to develop Customer Success Qualified Leads into pipeline, and with Services, Support, and Product to deliver a consistent customer experience.
• Own escalations end to end for your accounts, and advocate for customer needs through Voice of the Customer.
• Travel approximately 20% for on-site engagement, business reviews, and regional events.

Skills

SaaS Customer Success

Account Management

Gainsight

Data Analysis

Communication

Job description

Accela, a cloud-based government software company, seeks a Senior Customer Success Manager to own the health and retention of a mid-market government agency portfolio in the region. You will manage up to 50 accounts and design segmentation so high, medium, and low touch customers receive the right level of engagement, owning gross dollar retention for the segment.

This senior IC role collaborates with Enterprise CSMs, scales coverage with AI, and leads enablement like training and adoption