Manager – Customer Success – Granicus | Remote

Manager – Customer Success – Granicus | Remote (US) Job Summary

Granicus, a leading Gov Tech company serving over 5,500 government agencies worldwide, is seeking a Manager – Customer Success to lead a team driving adoption, satisfaction, and retention of its SaaS solutions. This full time remote role offers $85,000–$120,000/year plus benefits including health insurance, 401(k) matching, paid parental leave, gym membership, and more.

The successful candidate will manage a data‑driven customer success program, optimize workflows, and build strong client relationships to deliver measurable value aligned with government outcomes.

• Job Title: Manager – Customer Success
• Employer: Granicus
• Location: Remote (US‑based)
• Pay: $85,000–$120,000/year
• Job Type: Full‑Time

• Lead Customer Success team through organizational transition
• Create and refine programs to drive customer lifetime value
• Develop automation strategies and workflows to enhance efficiency
• Guide team to proactively review client data and usage for best practices
• Serve as escalation point for complex customer issues
• Analyze metrics and performance statistics for continuous improvement

• Develop and execute upsell/cross‑sell initiatives
• Coach team on expansion opportunities
• Present solutions and value propositions to stakeholders
• Collaborate with sales teams on growth strategies

• Manage and mentor consultants, ensuring SLA adherence
• Create professional development plans and training materials
• Deliver feedback and address performance issues
• Facilitate cross‑departmental collaboration

• Maintain expert‑level product knowledge
• Monitor and optimize customer health scores and engagement metrics
• Develop churn mitigation strategies
• Standardize operating procedures for workflow optimization

• Advocate for customers in cross‑functional forums
• Communicate effectively with internal stakeholders
• Influence product changes based on customer feedback
• Advance team learnings through retrospectives

• 5+ years leading a team in marketing agency or software company
• Experience in team building and leadership
• Proven track record in customer success automation strategies
• Preferred experience with Salesforce or customer success platforms
• Strong analytical skills with ability to translate data into insights
• Ability to foster relationships internally and externally
• Experience managing distributed teams across time zones
• BA/BS degree or equivalent experience

• Experience developing and optimizing customer success workflows
• Strong interpersonal skills for relationship building at all levels

• Competitive salary ($85,000–$120,000/year)
• Health insurance and health savings account
• 401(k) matching
• Paid parental leave and AD&D insurance
• Gym membership
• Remote‑first culture with global workforce
• Inclusive and transparent company culture

Granicus is a Gov Tech leader recognized on the Gov Tech 100 list for five consecutive years. With over 25 years of experience, Granicus empowers governments to connect with citizens through cloud‑based solutions for communications, websites, records management, and digital services. Its products serve more than 300 million citizen subscribers worldwide, driving meaningful change for communities.

How to Apply:

• Submit your application via Granicus’ careers portal.
• Highlight your customer success leadership and SaaS experience.
• Shortlisted candidates will be contacted for interview.

TO APPLY