Customer Success Manager (Digital)

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 CSM, you will work closely with our customers to develop comprehensive Major Account Plans that align with their long-term objectives.

You will be responsible for monitoring customer health, driving product adoption, ensuring customer satisfaction, and fostering 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:

• Manage a large pool of 300+ customers.
• Lead digital strategies focused on driving customer behavior and tracking engagement participation.
• Develop and execute detailed customer result plans that align with strategic goals.
• Conduct regular customer health assessments and proactively address potential issues.
• Lead quarterly Health Reviews with key stakeholders to review performance and plan future activities.
• 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.
• Drive product development and ensure customers realize the full value of our solutions.
• Advocate for customer needs within the organization, ensuring their feedback influences product and service developments.
• Identify opportunities for account growth and additional service penetration.
• Implement and share industry best practices to optimize customer workflows and processes.
• Manage escalations effectively, ensuring timely resolution of challenges.
• Maximize customer success by helping customers 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 both Accela and the customer through various reporting platforms.
• Help reduce churn through value attainment.
• Enable cross-sell opportunities and improve new logo win rates.
• Establish account contacts.
• 10-20% travel may be required.

REQUIRED QUALIFICATIONS:

• Strong knowledge and use of Gainsight, including driving health score, playbooks, and achieving customer results.
• Experience in Pooled CSM methodologies working with a large pool of 300+ customers
• Experience in leading digital strategies focused on driving customer behavior and tracking engagement participation.
• Bachelor’s degree in a relevant field or equivalent work experience.
• 3+ years of experience in customer success, account management, or a related field.
• 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: 

• Gainsight admin experience
• Experience in the SaaS industry or with enterprise software solutions.
• Experience in Gov Tech.
• Familiarity with the concepts of customer results and success strategies.
• Knowledge of the Accela Civic Platform and its applications.
• Strong