Senior Customer Success Consultant

Granicus; United States; Remote; USD 66,000 - 83,000; Full time

Job summary

An established industry player is seeking a Senior Customer Success Consultant to drive the adoption of innovative SaaS solutions in the public sector. This role is pivotal in fostering client relationships and ensuring successful outcomes through data-driven strategies. The ideal candidate will thrive in a collaborative, remote-first environment while advocating for clients and enhancing their experience with cutting-edge technology. Join a mission-driven team that values diversity and is committed to making a meaningful impact in communities across the globe. If you have a passion for analytics and customer success, this opportunity is perfect for you.

Benefits

Flexible Time Off

Health Insurance

401(k) with Match

Parental Leave

Diversity and Inclusion Initiatives

Qualifications

• 3+ years in customer success or client management roles.
• Experience with SaaS and public sector engagement.

Responsibilities

• Guide clients through post-implementation to enhance solution adoption.
• Utilize Salesforce and PowerBI for data-driven insights.

Skills

Client Relationship Management

Data-Driven Decision Making

Consultative Skills

SaaS Platforms

Analytical Skills

Organizational Skills

Interpersonal Skills

Education

Bachelor's Degree

Tools

Salesforce

PowerBI

Job description

Req#: 75629685-059d-4764-88a8-9ceedce6b347

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 in 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 extensive Subscriber Network uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents and disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities worldwide.

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

Granicus is seeking a Senior Customer Success Consultant (CSC) to support the deep and successful adoption of our suite of SaaS solutions, and to drive visible value aligned with our clients' business outcomes. You will be a committed client navigator guiding customers on a strategic journey of success. This role will focus on one or more of Granicus’s product families within federal, state, or local government sectors.

Ideal candidates will have experience nurturing clients in an agency, public sector, or software organization. They should possess excellent client relationship and consultative skills, with proven success in data-driven decision making, adherence to processes, and organizational improvement. Experience with SaaS platforms and the ability to translate technological capabilities into specific client benefits are essential. A collaborative, fast-paced team environment that values world-class service is a must.

What Your Impact Will Look Like Here

• Proactively guide a dedicated portfolio of approximately 100 clients through the customer journey from post-implementation, fostering deeper adoption of solutions and ensuring a seamless experience.
• Consume best practices content and review auxiliary metrics via Salesforce reports, PowerBI dashboards, and make data-driven recommendations to accelerate adoption.
• Research and stay current on relevant client topics, including program background, agency developments, media reports, and industry trends.
• Complete internal Product Proficiency Programs for your assigned product suite(s) to ensure expertise.
• Advocate for customers through participation in cross-functional meetings such as Product Councils, Customer Advisory Boards, Heal Desk meetings, and Deal Desk meetings.
• Collaborate with the Sales team to develop territory expansion plans and coordinate customer outreach.
• Identify and document expansion opportunities through the Client Services Qualified Leads Program.

You will love this job if you have

• At least 3 years of experience with increasing responsibility in an agency, public sector, or software company.
• A strong appetite for analytics and data-driven decision making, with knowledge of civic-management and citizen engagement tools.
• An interest in public sector developments and Customer Success best practices.
• Excellent organizational skills and a passion for process and business systems.
• Exceptional interpersonal skills for relationship building.
• The ability to thrive in a lean, self-propelling, and sometimes ambiguous environment.
• A commitment to diversity of thought and ideas.
• Willingness to travel domestically within the U.S. for customer meetings, as global conditions permit.
• Responsibility for information security, ensuring confidentiality, integrity, and availability of data in accordance with company policies.

Potential base salary: $66,000-$83,000 USD. This does not include bonus or commission and benefits.

We encourage applicants who may not meet all listed requirements but are eager to learn. We value diversity and inclusion and aim to build a team that reflects this ethos.

Additional Information

Security and Privacy Responsibilities

• Maintain the confidentiality, integrity, and availability of Granicus information assets.
• Ensure data privacy and complete required privacy training in line with company policies.

The Team

We are a remote-first company with a globally distributed workforce 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 interactions with leadership, and community-focused initiatives.

The Impact

Our solutions impact communities worldwide. Learn more about our impact here.

The Benefits

We offer a competitive benefits package, including flexible time off, health insurance, 401(k) with match, parental leave, and more, tailored for U.S. employees.

Granicus is an equal opportunity employer, committed to diversity and inclusion in the workplace.