Manager, Customer Success (Costa Rica)

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 their constituents together. We are on a mission to support our customers by 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 powering an unmatched Subscriber Network that uses 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 Manager, Customer Success is accountable for our clients' adoption of our growing suite of SaaS solutions and services across client segment tiers, driving visible value aligned with our clients' business outcomes. As a manager, you will lead and motivate individuals to achieve organizational impact through systematic approaches to customer success. 

Strong candidates will have experience in managing a data-driven Customer Success program with demonstrable expertise in both automation/workflow optimization and high-touch client services. You will bring relationship-building skills and the ability to navigate both internal and external stakeholder relationships effectively. 

• Lead Customer Success Team through organizational transition with strategic approach, steadfast adherence to process, and superior supervisory skills.
• Create, implement and refine Customer Success programs to drive customer lifetime value through accelerated product adoption.
• Develop and optimize automation strategies and workflows to enhance team efficiency and customer experience.
• Guide team to proactively review client data and system usage to provide best practice recommendations.
• Serve as escalation point for complex customer issues and strategic account challenges.
• Analyze metrics and team performance statistics to drive continuous improvement.
• Develop and execute strategic upsell/cross-sell initiatives across portfolio.
• Coach team members on identifying and pursuing expansion opportunities.
• Present solutions and value propositions to client stakeholders.
• Collaborate with sales teams on growth strategies. 
• Lead virtual and in-person presentations to diverse audiences.
• Manage and mentor customer success consultants daily, ensuring adherence to Service Level Agreements (SLAs).
• Create professional development plans for team members and facilitate ongoing educational content.
• Create and maintain new team member training materials and resources based on optimization and team needs  
• Prescriptively deliver feedback to strengthen practices and acutely address performance issues.
• Ensure cross-departmental teams meet their goals through effective collaboration.
• Maintain expert-level knowledge of all product policies, integrations, and industry developments.
• Ensure best practices are adopted and employed by individual contributors and teams along the maturity curve.  
• Monitor and optimize customer health scores and engagement metrics.
• Develop and implement churn mitigation strategies.
• Create and maintain standardized operating procedures for workflow optimization.
• Lead strategic planning that synchronizes customer success activities across segments.
• Advocate for customers throughout cross-functional meeting forums.
• Communicate effectively with internal stakeholders to facilitate smooth customer journeys.
• Act as an escalation point to report issues and influence core product changes.
• Advance team learnings through retrospectives and transparent dissemination of information.

• 5+ years leading a team in a relevant field such as a marketing agency or software company.
• Demonstrated experience in team building, leadership or management formal or informal positions. 
• Proven track record of implementing successful customer success automation strategies.
• Must have experience with Salesforce.
• Preferred experience with a CRM tool and customer success platforms or equivalent systems such as Totango or Gainsight.
• Strong analytical skills with the ability to translate data into actionable insights.
• Natural ability to foster internal and external relationships.
• Exceptional interpersonal skills for relationship building at all levels of the organization.
• Experience managing distributed teams and working across time zones.
• Proven ability to develop and optimize customer success workflows.
• BA/BS degree or equivalent experience.
• Travel requirements vary by client segment - specific details will be discussed during the interview process.

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit! 

Security and Privacy Requirements

-     Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.

-     Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be

a part of our journey.

- A few culture highlights include – Employee Resource Groups to encourage diverse voices

- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and

sometimes difficult issues ranging from mental health to work-life balance and current affairs. 

- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.-=- - We bring in special guests from time to time to discuss issues that impact our employee

population 

The Impact

- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.