Customer Success Consultant - Strategic Accounts - Simpleview

The Company Serving the People Who Serve the People 
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.  
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. Want to know more? See more of what we do here.  
The Customer Success Consultant – Strategic Accounts is a trusted advisor responsible for driving adoption, value realization, and long-term success for a focused portfolio of high-value strategic customers. These customers receive a more personalized and proactive level of service, including quarterly Strategic Review meetings, collaborative Success Planning, and tailored support for budget planning and in-person engagements.
This role is ideal for professionals with a strong background in customer success, account management, or consulting—particularly those who thrive in high-touch, relationship-driven environments. You will work closely with strategic clients to align Granicus solutions with their evolving goals, ensuring they achieve measurable outcomes and remain long-term partners.
#UnitedStates

Essential functions:

• Strategic Customer Engagement
• Serve as a dedicated strategic advisor to a smaller, high-impact book of business.
• Conduct quarterly Strategic Review meetings with each customer to assess progress, align on goals, and identify new opportunities.
• Develop and maintain shared Success Plans that outline customer objectives, key milestones, and success metrics.
• Provide annual Budget Planning Documents to support customers in securing internal funding and planning for future investments.
• Build deep relationships through in-office visits, conference attendance, and tradeshow engagements as needed.


• Customer Success Management & Strategy
• Act as the primary point of contact for strategic customers, ensuring a seamless experience across onboarding, adoption, and renewal.
• Collaborate cross-functionally with Sales, Implementation, and Support to resolve issues and deliver value.
• Analyze customer usage data and engagement metrics to inform proactive outreach and strategic recommendations.
• Monitor customer health and implement mitigation strategies to reduce churn risk.


• Growth & Expansion
• Identify and nurture expansion opportunities through consultative conversations and strategic planning.
• Partner with Sales to co-develop account growth strategies and support upsell/cross-sell initiatives.
• Present tailored value propositions to executive stakeholders.
• Ability/experience in ability to assist in RFP response process as well as to present in a finalist capacity to a customer 


• Customer Advocacy & Experience
• Champion the voice of the customer internally, advocating for product enhancements and service improvements.
• Contribute to customer reference programs and success story development.
• Stay current on Granicus product updates, industry trends, and best practices in customer success.


• Customer Success Operations
• Maintain accurate and up-to-date records in CRM and customer success platforms.
• Follow standardized processes while contributing to continuous improvement initiatives.
• Track and report on key performance indicators, including engagement, satisfaction, and retention.

Requirements:

• 3–5+ years of experience in customer success, account management, or consulting, preferably with strategic or enterprise clients.
• Proven ability to manage executive relationships and lead strategic planning conversations.
• Strong analyt