Customer Success Consultant

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 Strategic Review meetings every six months, collaborative Success 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.

What Success Looks Like

You treat every customer interaction as a chance to learn something you didn't know — about their goals, their organization, their industry. You build intimacy with customers through proactive outreach, and you think ahead on their goals and how we can help them get there — often before they've had to ask. You're comfortable asking “why” past the first answer, and you're genuinely curious about how customers actually use the product, not just whether they say they're satisfied with it.

• Essential Functions

  Strategic Customer Engagement

  • Serve as a dedicated strategic advisor to a smaller, high-impact book of business.
  • Conduct Strategic Review meetings every six months 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.
  • 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.
  • Proactively surface risk and opportunity signals before they show up in a health score — through usage patterns, organizational changes, or conversations that go beyond the stated agenda.
  • Monitor customer health and implement mitigation strategies to reduce churn risk.

   

  Growth & Expansion

  • Identify and nurture expansion opportunities through consultative conversations and strategic planning.
  • Ask questions beyond the immediate request — the best expansion opportunities usually surface from understanding what the customer is trying to solve, not just what they explicitly asked for.
  • 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.
• Demonstrated track record of identifying and acting on opportunities without being prompted — able to give a specific example of surfacing an expansion, a risk, or a process improvement before someone else flagged it.
• Genuine curiosity — comfortable asking “why” past the first answer, and interested in how customers actually use the product, not just whether they're satisfied with it.
• Strong analytical skills and comfort with data-driven decision-making.
• Excellent communication, presentation, and interpersonal skills.
• Experience with CRM systems (Salesforce preferred) and customer success tools.
• Willingness to travel up to 25% for client meetings, conferences, and events.
• Familiarity with public sector organizations is a plus.

AI Skills & Capabilities

Required level: AI-Fluent User (Foundational, Level 3). Actively and independently uses AI tools to accelerate day-to-day work — synthesizing account usage data ahead of Strategic Reviews, drafting and refining Success Plans, and preparing for customer conversations. Comfortable writing a clear, specific prompt and iterating on the output, and applies healthy judgment to verify AI-assisted work rather than taking it at face value.

• Uses AI-assisted tools as part of normal account prep — not a novelty, a working habit.
• Can identify where AI genuinely saves time on repetitive account work (data synthesis, drafting, summarization) versus where it doesn't fit.
• Preferred, not required: experience building a repeatable AI-assisted workflow or template that others on the team have adopted (Power User level — Intermediate, Levels 4–5) — a plus for candidates who've gone beyond ad hoc use, but not a bar every candidate needs to clear.

Performance Metrics

• Strategic Review completion rate and quality
• Success Plan adoption and alignment with customer goals
• Customer satisfaction and Net Promoter Score (NPS)
• Retention and renewal rates
• Product adoption and usage growth
• Expansion revenue and opportunity identification
• Ratio of rep-initiated to customer-initiated strategic conversations — a proxy for proactive vs. reactive engagement, measurable off existing cadence tracking.

Travel Requirements

• Up to 25% domestic (and potential international) travel for in-person client meetings, conferences, and strategic engagements.

Security Requirement:

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.

EEO Statement  

We are an EEO Employer. It has been and will continue to be a fundamental policy of Granicus not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status or any other characteristic prohibited by federal, state and/or local laws.  

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.