Manager, Customer Success at Granicus

United States (Remote)

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Granicus is the leading provider of citizen engagement technologies and services for the public sector, bringing governments closer to the people they serve with the first-and-only Civic Engagement Platform. Granicus works with more than 5,500 government organizations and connects more than 280 million people in the largest Citizen Subscriber Network of its kind.

The Manager, Customer Success is key role within Granicus. 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, meeting and agenda management, and digital services to over 4,000 public sector organizations, Granicus helps turn government missions into quantifiable realities. Come see the impactful work we’ve done on communities across the country (and world!): https://granicus.com/success-stories/ 
 
Granicus is seeking an experienced and personable individual to lead a Customer Success team. You will play a critical role in leading a team that manages a portfolio of Granicus customers and empower them to serve their community better through regular, proactive engagement and reactive service.

Granicus is a remote first company. While we have virtual teams, you have the option for in-office work should you be located near one of our hubs.

*starting rate may vary by experience and/or location

Granicus is subject to the Executive Order requiring employees of federal contractors to be fully vaccinated for COVID-19.
 
Additional Information
(Colorado only*) Minimum salary $85,000 + bonus + benefits
*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.

People Management:

    • Deliver success through leading and empowering the team.
    • Lead employees/team to meet expectations for productivity, quality, continuous improvement, and company goals.
    • Coach, mentor and invest in each individual. Creating individual growth paths to retain talent.
    • Ensure best practices are adopted and employed by individual contributors and teams.
    • Prescriptively deliver feedback to strengthen practices, and acutely address performance issues

Essential functions:

    • Whole-heartedly set model for collaborative internal relationships and authentically encourage opportunity expansion with qualified leads in Salesforce
    • Manage escalations to create a better customer experience and reduce churn
    • Manage pipeline and churn forecast for assigned portfolio
    • Partner with peers and Customer Success Director to proactively identify ways to improve upon customer retention and experience. 
    • Elevate organizational and individual issues at appropriate times to respective advocates.
    • Passionately pursue developments in Granicus product portfolio, competitive advancements, and modern engagement trends 
    • Grow and nurture internal relationships within
    • Additional Duties as assigned.

Requirements:

    • 2-3 years of experience in external customer management, development, strategy or a consultant role
    • 1-2 years of people management in a customer success, project management or change manager role
    • Experience working in government, non-profit or similar field 
    • Proficient in technology with the ability to quickly learn and think systematically
    • Ability to enthuse and inspire people towards action
    • Demonstrated problem-solving skills and the ability to work independently
    • Driven by thoughtful, quality, and detail-oriented processes, project output, and client/team interactions
    • An ability to positively represent the company to the customer, and the customer to the company
    • Excellent verbal and written communicator
    • Public speaking and presentation skills
    • You have commitment to diversity of thought and consideration of different ideas 
    • Demonstrated experience in team building, leadership or management with formal or informal positions
    • Commitment to diversity of thought and consideration of different ideas
    • Willingness to travel, as needed, up to 20% for client meetings and Granicus commitments
    • BA/BS degree 
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
- Tuition & Training Reimbursement
- Paid Parental Leave
- Employer-paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
- Group legal coverage 
- Transit and/or parking supplement for office-based employees
- Free snacks and drinks in our offices
- 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. 

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Applications are now closed