Customer Success Manager

🔥 13 minutes ago

🇦🇺 Australia – 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

• Lead, coach and develop the ANZ Customer Success team • Set expectations for customer outcomes, portfolio discipline, quality, productivity and professional growth • Create an inclusive, accountable team environment • Own team performance across product adoption, customer engagement, value realisation, retention, risk management and growth opportunities • Guide customer plans, structured reviews and engagement rhythms tied to measurable outcomes • Apply customer segmentation and engagement principles • Lead coordinated responses for at-risk customers and create recovery plans • Manage customer escalations with professionalism and urgency • Maintain portfolio, churn and renewal forecasts • Report on customer health, engagement, risk, retention and growth opportunities • Partner with Sales on shared customer context and qualified growth opportunities in Salesforce • Collaborate with Implementation Services, Support, Product and Marketing on onboarding, adoption, issue resolution, communications and advocacy • Use customer insights, usage data and feedback to improve playbooks and inform product and service priorities • Champion consistent systems, processes and documentation while adapting global standards to ANZ needs • Represent Granicus in customer, partner and industry forums • Use approved AI-enabled tools and automation to improve analysis, prioritisation, service delivery and communication • Validate AI outputs and protect customer and company information

🎯 Requirements

• 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 • Proven people leadership, coaching and performance management capability • Strong commercial judgement and understanding of customer outcomes, adoption, retention, renewal confidence and growth • Excellent stakeholder management and communication skills • Ability to interpret customer data, health signals and portfolio trends • Strong problem solving and escalation management skills • Working knowledge of SaaS Customer Success practices, customer lifecycle management and scalable engagement models • Ability to collaborate across functions and influence outcomes without 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 • Tertiary qualifications or equivalent practical experience in business, technology, government, communications or a related field • Ability to support customers and colleagues across Australia, New Zealand and global time zones • Responsible for preserving the confidentiality, integrity and availability of Granicus information assets • Responsible for ensuring employee and customer data privacy and completing required privacy training

🏖️ Benefits

• Remote-first company with a globally distributed workforce • Remote 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