The Customer Success Consultant will drive adoption and value realization for strategic clients through tailored support, strategic planning, and proactive engagement to ensure long-term success and customer satisfaction.
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 its constituents together. We are on a mission to support our customers with 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 the best companies to work 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 power an unmatched Subscriber Network that use 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, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.
Want to know more? See more of what we do here.
The Customer Success Consultant – Strategic Accounts is a trusted advisor responsible for driving adoption, value realization, and long-term success for a focused portfolio of high-value strategic customers. These customers receive a more personalized and proactive level of service, including quarterly Strategic Review meetings, collaborative Success Planning, and tailored support for budget planning and in-person engagements.
This role is ideal for professionals with a strong background in customer success, account management, or consulting—particularly those who thrive in high-touch, relationship-driven environments. You will work closely with strategic clients to align Granicus solutions with their evolving goals, ensuring they achieve measurable outcomes and remain long-term partners.
#UnitedStates
Essential functions:
- Strategic Customer Engagement
- 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 ability to assist in RFP response process as well as to present 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.
Requirements:
- 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.
Performance Metrics:
- Strategic Review completion rate and quality
- Success Plan adoption and alignment with customer goals
- Customer satisfaction and Net Promoter Score (NPS)
- Retention and renewal rates
- Product adoption and usage growth
- Expansion revenue and opportunity identification
Travel Requirements:
- Up to 25% domestic (and potential international) travel for in-person client meetings, conferences, and strategic engagements.
Potential base salary. Does not include bonus OR commission and benefits.
COMPENSATION RANGE: $60,000-$75,000 USD
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
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 Team
- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
The Culture
- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
a part of our journey.
- A few culture highlights include – Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.-=- - We bring in special guests from time to time to discuss issues that impact our employee
population
The Impact
- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.
The Benefits
At Granicus, we offer a competitive benefits package that allows employees to tailor benefits to their needs. Benefits listed below are for employees based in the U.S.
- Flexible Time Off
- Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
- 401(k) plan with matching contribution
- Paid Parental Leave
- Employer-paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
- Group legal coverage
- And more!
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.
Top Skills
Crm Systems
Salesforce
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