Enterprise Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $125k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Accela

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

💼 Consulting

📦 Logistics

🏗️ Construction

Consulting • Logistics • Construction

Accela is a leader in providing cloud-based solutions designed to modernize government services. Their unified suite of innovative applications focuses on building more connected communities through enhanced efficiency and secure data management. Accela empowers local and state governments by streamlining processes such as building permits, licensing, cannabis regulation, and environmental health. With a focus on civic solutions, Accela aims to improve public sector operations by eliminating data silos and facilitating better interactions with residents. By leveraging their SaaS platform, governments can enhance service delivery, increase transparency, and reduce operational costs, leading to significant time and cost savings.

📋 Description

• Manage a large portfolio of enterprise government agency customers, delivering high-touch engagement and strategic guidance at scale. • Build and maintain trusted advisor relationships with senior stakeholders and executive sponsors, including CXO-level IT and business contacts. • Develop 3–5 year strategic agency plans aligned with Accela’s product roadmap and customers’ long-term goals. • Travel regularly to customer sites for engagement and relationship building. • Own renewal health, identify at-risk accounts, forecast renewal outcomes, and drive retention through value attainment. • Partner with Sales on upsell and cross-sell opportunities. • Build KPI dashboards and deliver data stories communicating customer progress and Accela’s impact. • Benchmark customer outcomes against industry peers and best practices. • Identify customer-specific AI use cases and track AI feature adoption. • Use AI tools to scale customer success activities across a large portfolio. • Develop, implement, and track goals using the OKR framework. • Advocate for customer needs through Voice of the Customer processes. • Flag competitive displacement risks and share competitive intelligence. • Develop peer reference opportunities and partner with Marketing on case studies. • Manage escalations from intake through resolution. • Mentor and provide informal leadership to CSM teammates.

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, or related roles, including at least 2+ years in an enterprise or senior CSM capacity • Experience in Gov Tech or the public sector is required • Deep expertise in Gainsight, including health scores, playbooks, reporting, and customer outcomes across a large portfolio • Ability to develop and execute enterprise customer success strategies, account plans, and multi-year strategic plans • Strong data analysis and visualization skills, including KPI dashboard development and executive data storytelling • Excellent communication, presentation, and executive-level stakeholder management skills, including CXO-level engagement • Ability to own renewal health, forecast risk, and drive retention across a large book of business • Experience partnering with Sales on enterprise upsell and cross-sell motions • Familiarity with AI tools and ability to identify and track AI use cases and adoption • Willingness and ability to travel regularly for on-site customer engagement

🏖️ Benefits

• Annual bonus target, discretionary based on company and individual goal achievement • Flexible time off • Comprehensive medical, dental, and vision plans • Family planning benefits • 401(k) retirement savings plan with company match • Health savings account with company contributions • Flexible spending account • Life, accident, and disability coverage • Business travel insurance • Employee assistance programs • Other well-being benefits