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Enterprise Customer Success Manager

13 hours, 59 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Apply Now
Accela

Accela

Accela is the leading provider of productivity and civic engagement software solutions for local, state, and federal government agencies. Their platform offers cloud-based solutions for permitting, licensing, code enforcement, and service request manag...

Internet Software & Services
251-1K
Founded 1999
$234M raised
View All Jobs 5

Description

  • Manage a large portfolio of enterprise government agency customers with high-touch, strategic engagement.
  • Build trusted advisor relationships with senior stakeholders and CXO-level executive sponsors.
  • Develop 3-5 year strategic agency plans aligned to customer goals and Accela's product roadmap.
  • Travel regularly to customer sites to strengthen relationships and support on-site engagement.
  • Own renewal health by identifying at-risk accounts, forecasting renewals, and driving retention.
  • Partner with Sales to identify and advance upsell and cross-sell opportunities.
  • Build KPI dashboards and deliver data stories on customer progress, outcomes, and impact.
  • Benchmark customer outcomes against peers and best practices to identify improvement areas.
  • Identify AI use cases in customer workflows and track AI feature adoption.
  • Lead Voice of the Customer efforts, manage escalations end to end, and mentor CSM teammates.

Requirements

  • 5+ years of experience in Customer Success, Account Management, or a related role, including 2+ years in an enterprise or senior CSM capacity.
  • Experience in Gov Tech or the public sector is required.
  • Deep expertise in Gainsight, including health scores, playbooks, reporting, and portfolio management.
  • Proven ability to develop enterprise customer success strategies, account plans, and multi-year strategic plans.
  • Strong data analysis and visualization skills, including KPI dashboard development and executive data storytelling.
  • Excellent communication, presentation, and executive stakeholder management skills, including CXO-level engagement.
  • Demonstrated ability to own renewal health, forecast risk, and drive retention across a large book of business.
  • Experience partnering with Sales on upsell and cross-sell motions.
  • Familiarity with AI tools and the ability to identify and track AI use cases within customer workflows.
  • Willingness and ability to travel regularly for on-site customer engagement.
  • Knowledge of the Accela Civic Platform is preferred.
  • Experience with OKR frameworks and enterprise customer results strategies is preferred.
  • Experience benchmarking customer outcomes against industry peers is preferred.
  • Experience developing customer references, case studies, or participating in customer advisory boards is preferred.
  • Strong understanding of the Gov Tech competitive landscape and displacement risks is preferred.
  • Experience leading or mentoring CSM teammates informally is preferred.

Benefits

  • Annual base salary of $125,000-$150,000.
  • Eligible for an annual discretionary bonus target.
  • Flexible time off.
  • Comprehensive medical, dental, and vision plans.
  • Family planning benefits.
  • 401(k) retirement savings plan with company match.
  • Health savings account with company contributions.
  • Flexible spending account.
  • Life, accident, and disability coverage.
  • Business travel insurance and employee assistance programs.

Interested in this position?

Apply directly on the company website

Apply Now

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