Manager - Customer Success

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 Manager, Customer Success leads the ANZ Success team and is accountable for helping customers realise measurable value from Granicus products and services. The role combines people leadership, portfolio oversight and disciplined execution to strengthen adoption, retention, customer advocacy and sustainable growth across our public sector customer base. 

​This leader creates clarity and consistency across the customer lifecycle, coaches Customer Success team members to operate as trusted advisers, and partners closely with Sales, Implementation, Support, Product and Marketing. The role uses customer data, commercial insight and practical knowledge of the ANZ public sector to identify risk early, improve customer outcomes and help the existing customer base become a source of sustained retention, advocacy and growth. 

Essential Functions 

• ​​Lead, coach and develop the ANZ Success team, setting clear expectations for customer outcomes, portfolio discipline, quality, productivity and professional growth. 
• ​Create an inclusive, accountable team environment that encourages open communication, sound judgement, continuous learning and high ethical standards. 
• ​Own team performance across product adoption, customer engagement, value realisation, retention, risk management, well qualified growth opportunities and completion of agreed customer engagements. 
• ​Guide the team in using clear customer plans, structured reviews and agreed engagement rhythms that connect customer priorities to measurable outcomes. 
• ​Apply agreed guiding principles for customer segmentation and engagement so the level of service is aligned to customer value, complexity, risk and opportunity. 
• ​Lead the coordinated response for customers at risk, ensuring clear ownership, timely recovery plans, appropriate leadership visibility and effective cross functional action. 
• ​Manage escalations with professionalism and urgency, balancing customer advocacy, commercial context and sustainable outcomes for Granicus. 
• ​Maintain accurate portfolio, churn and renewal forecasts, and provide clear reporting on customer health, engagement, risk, retention and growth opportunities. 
• ​Build a strong working partnership between Customer Success and Sales, with shared customer context, coordinated engagement and early identification of qualified growth opportunities recorded in Salesforce. 
• ​Partner with Implementation Services, Support, Product and Marketing to improve onboarding transitions, adoption, issue resolution, customer communications and advocacy. 
• ​Use customer insights, usage data and feedback to identify trends, improve playbooks and inform product direction, service design and regional priorities. 
• ​Champion consistent use of systems, processes and documentation, balancing global standards with ANZ customer needs and public sector practices. 
• ​Represent Granicus in customer, partner and industry forums, strengthening trusted relationships and the company's reputation across the region. 
• ​Use approved AI enabled tools and automation to improve analysis, preparation, customer prioritisation, consistent service delivery and customer communication. Model responsible use by validating outputs, protecting customer and company information, and following Granicus privacy, security and acceptable use requirements. 

Knowledge/Skills/Abilities 

• ​Proven people leadership, coaching and performance management capability, with the ability to set direction while enabling individual ownership. 
• ​Strong commercial judgement and understanding of the relationship between customer outcomes, adoption, retention, renewal confidence and growth. 
• ​Excellent stakeholder management and communication skills, including confidence with senior customer and internal leaders. 
• ​Ability to interpret customer data, health signals and portfolio trends, turning insight into clear priorities and action. 
• ​Strong problem solving and escalation management skills, with calm judgement in complex or ambiguous situations. 
• ​Working knowledge of SaaS Customer Success practices, customer lifecycle management and scalable engagement models. 
• ​Ability to collaborate across functions and influence outcomes without relying on direct authority. 
• ​High standards of organisation, follow through, written communication, presentation and data quality. 
• ​Commitment to customer value, public sector impact, diversity of thought and continuous improvement. 

Experience/Credentials: 

• ​​Five or more years of increasing responsibility in Customer Success, account management, consulting, SaaS or a comparable customer facing discipline. 
• ​Demonstrated experience leading, coaching or developing customer facing professionals, through formal people management or substantial team leadership responsibility. 
• ​Experience owning customer retention, adoption, risk, value or growth outcomes across a portfolio. 
• ​Experience working with public sector, local government, community engagement, digital experience or civic technology customers is highly regarded. 
• ​Experience using Salesforce and Customer Success, analytics or business intelligence tools to manage priorities and report performance. 
• ​Tertiary qualifications or equivalent practical experience in business, technology, government, communications or a related field.​ 

Other Job Info 

• This role is performed primarily in a remote office environment using collaboration, customer management and analytics tools. 
• Flexibility may be required to support customers and colleagues across Australia, New Zealand and global time zones. 
• Travel may be required for customer meetings, team sessions and Granicus commitments. 

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. 

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.