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 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 consultant, you will act as a powerful client advocate, providing exceptional customer service so that our clients can deliver high-quality civic and citizen experiences in their communities. You will develop your experience with Software as a Service (SaaS) platforms and the ability to translate the capabilities of a technology platform into specific benefits for a given client.

• Proactively manage an assigned portfolio of clients through the customer journey, adjusting approach based on client needs and segment requirements
• Act as interface among sales, implementation, and support to track, resolve and follow up on customer issues
• Advise customers on best practices of Granicus products through various engagement methods appropriate to the client segment
• Build strong relationships by maintaining engagement, creating communication plans and routine account reviews
• Manage escalations by creating save plans and engaging leadership as needed
• Analyze client usage data via Salesforce reports and PowerBI signature dashboards to make data-driven recommendations
• Collaborate with Sales to develop territory expansion plans and coordinate customer outreach
• Identify and document expansion opportunities through the Client Services Qualified Leads Program
• Present solutions and value propositions to client stakeholders where appropriate
• Contribute to strategic upsell/cross-sell initiatives across your portfolio
• Advocate for customers through participation in internal cross-functional meetings
• Achieve quarterly and annual targets for Net Promoter Score Program and Business Reviews
• Identify Customer References and Success Stories quarterly
• Pursue developments in Granicus product portfolio, SaaS customer-success practices, and modern engagement trends
• Represent Granicus at internal and external speaking events as a subject-matter expert
• Maintain strong knowledge of product policies, integrations, and industry developments
• Employ best practices for customer success within your client segment
• Monitor and optimize customer health scores and engagement metrics
• Contribute to churn mitigation strategies
• Follow standardized operating procedures for workflow optimization

• 2-3+ years of experience in a relevant field such as customer success, account management, or client services
• Strong appetite for analytics and advancement driven by data
• Excellent organizational skills and ability to manage multiple priorities efficiently
• Adaptability to different client needs and engagement approaches
• Exceptional interpersonal skills for building and maintaining client relationships
• Experience with CRM platforms (Salesforce preferred) and customer success technologies (Totango preferred)
• Ability to thrive in a lean, self-propelling, proactive environment
• Experience with or knowledge of public sector organizations preferred
• Change management experience valued
• Commitment to diversity of thought and consideration of different ideas

Performance Metrics:

• Client engagement effectiveness
• Customer satisfaction scores and Net Promoter Score (NPS)
• Customer retention rates
• Product adoption metrics
• Process efficiency achievements
• Expansion opportunity identification
• Account growth through upsell and cross-sell where applicable

Travel Requirements: This position may require domestic U.S. travel for Client Meetings in your designated portfolio, with frequency varying based on client segment assignment, as global conditions allow.

Security and Privacy Requirements:

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets
• Responsible for ensuring data privacy of employees and customers, as well as completing required privacy training

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.

At Granicus, we offer a comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance.

Here’s what you can expect as a Costa Rica-based team member:

Flexibility & Balance

• Flexible Time Off – Take the time you need to rest, recharge, and live your life.
  
• Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
  
• Work From Home Reimbursement – Support a productive home office environment.

Health & Wellness

• Private health, vision, dental and life insurance – Comprehensive coverage for you and your family.
  
• On-Demand Mental Health Support – Access to Headspace and other wellness tools.

Family

• Paid Parental Leave - For both birthing and non-birthing parents.

Growth & Recognition

• Online Learning Platforms – Fuel your professional development.
  
• Competitive Salary & Bonuses – Your contributions are valued and rewarded.