Customer Success Manager

ABOUT THE ROLE:

At Accela, our Customer Success Managers are essential to building lasting relationships with our customers and ensuring they achieve their strategic goals through our innovative solutions. As a Customer Success Manager (CSM), you will work closely with our customers to develop comprehensive Strategic Accounts Plans that align with their long-term objectives. You will be responsible for monitoring customer health, driving product adoption, onboarding, ensuring customer satisfaction, and facilitating customer loyalty. This role offers a unique opportunity to collaborate with various internal teams, leverage CSM and Gov Tech industry best practices, and significantly impact our customers' success.

Accela provides a robust cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. Our customers are government agencies looking to improve citizen engagement, streamline processes, and enhance service delivery. By leveraging our platform, they can do more with less, providing consistent and convenient services to the public.

Our Customer Success approach is built on establishing clear customer goals, driving adoption, ensuring value realization, fostering customer advocacy, managing relationships proactively, anticipating and solving potential issues, and continuously improving our strategies. By incorporating these principles, you will help create a seamless and valuable experience for our customers in the Gov Tech industry.

SPECIFIC RESPONSIBILITIES:
•    Develop and execute detailed customer health plans that align with strategic goals.
•    Conduct regular customer health assessments and proactively address potential issues.
•    Lead on-site and virtual business reviews with key stakeholders, including CIO and business development and planning executives
•    Maintain regular, proactive communication with customers to provide updates, gather feedback, and address concerns.
•    Collaborate closely with sales, services, and product teams to deliver a cohesive customer experience and establish a seamless feedback loop.
•    Drive product adoption and ensure customers realize the full value of our solutions.
•    Advocate for customer needs within the organization, ensuring their feedback informs product and development decisions.
•    Identify opportunities for account growth through customer success-qualified leads.
•    Implement and share best practices from the Gov Tech industry to optimize customer workflows and processes.
•    Manage escalations effectively to ensure timely resolution of challenges.
•    Maximize customer success by helping them identify and measure key results and business outcomes.
•    Enhance customer experience by clearly defining ownership and managing key Customer Moments of Truth across Accela.
•    Analyze and effectively communicate data stories that drive success for Accela and the customer through various reporting platforms.
•    Help reduce churn through value attainment.
•    Understands account segmentation models and delivers results to an extensive portfolio of businesses. 
•    10-20% of travel will be required.

REQUIRED QUALIFICATIONS:
•    Bachelor’s degree in a relevant field or equivalent work experience.
•    3+ years of experience in SaaS customer success, account management, or a related field.
•    Data Analytics expert with strong Excel knowledge and a data analysis mindset.
•    Technical skills in understanding workflows, scripting, troubleshooting, and learning complex product configurations.
•    2+ years of experience utilizing Gainsight daily for account health, planning, and health insights.
•    Proven ability to develop and execute customer success strategies and plans.
•    Strong data analysis skills to monitor and interpret customer health and engagement metrics.
•    Excellent communication and presentation skills.
•    Demonstrated ability to collaborate with cross-functional teams.
•    Proactive problem-solving skills and a customer-centric mindset.
•    Ability to manage multiple customer accounts and prioritize tasks effectively.
•    Experience with customer success tools, methodologies, and technologies.

DESIRED QUALIFICATIONS:
•    Experience in Gov Tech Customer Success.
•    Presentation Advantage Certification.
•    Knowledge of the Accela Civic Platform and its applications.
•    Familiarity with the concepts of customer results and success strategies.
•    Gainsight CSM Certification.
•    Ability to thrive in a dynamic, fast-paced environment.

COMPENSATION AND WELL-BEING
The annual base salary range for this full-time position is $75,000 - $100,000 (less applicable t