Customer Success Consultant

🔥 0 minutes ago

🇨🇷 Costa Rica – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

📋 Description

• Serve as a dedicated strategic advisor to a focused portfolio of high-value strategic customers • Conduct Strategic Review meetings every six months to assess progress, align goals, and identify opportunities • Develop and maintain shared Success Plans with customer objectives, milestones, and success metrics • Build customer relationships through in-office visits, conference attendance, and tradeshow engagements as needed • Act as the primary contact across onboarding, adoption, and renewal • Collaborate with Sales, Implementation, and Support to resolve issues and deliver value • Analyze customer usage data and engagement metrics to provide proactive outreach and strategic recommendations • Surface customer risk and opportunity signals before they appear in health scores • Monitor customer health and implement churn-risk mitigation strategies • Identify and nurture expansion opportunities through consultative conversations and strategic planning • Partner with Sales on account growth, upsell, and cross-sell initiatives • Present tailored value propositions to executive stakeholders • Assist with RFP responses and present as a finalist to customers • Champion customer feedback internally and advocate for product and service improvements • Contribute to customer reference programs and success stories • Maintain current records in CRM and customer success platforms • Follow standardized processes and contribute to continuous improvement • Track and report engagement, satisfaction, retention, adoption, usage growth, and expansion metrics

🎯 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 ability to proactively identify and act on expansion, risk, or process-improvement opportunities • Genuine curiosity about customer goals, organizations, industries, and product usage • Strong analytical skills and comfort with data-driven decision-making • Excellent communication, presentation, and interpersonal skills • Experience with CRM systems; Salesforce preferred • Experience with customer success tools • Willingness to travel up to 25% for client meetings, conferences, and events • Familiarity with public sector organizations is a plus • Required AI-Fluent User capability: independently use AI tools for account preparation, data synthesis, Success Plans, and customer conversations; write clear prompts, iterate on outputs, and verify AI-assisted work • Responsible for preserving confidentiality, integrity, and availability of company information assets • Responsible for ensuring employee and customer data privacy and completing required privacy training

🏖️ Benefits

• Remote-first work environment • Employee Resource Groups • Coffee with Mark sessions with the CEO • Microsoft Teams communities focused on wellness, art, furbabies, family, and parenting • Special guest sessions addressing issues impacting employees