Senior Customer Success Manager

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Own a portfolio of up to 50 mid-market government agency accounts in the defined region • Build and manage high-, medium-, and low-touch customer segmentation and coverage models • Own gross dollar retention for the segment through renewal forecasting, early risk identification, and retention actions • Manage customer health in Gainsight using health scores, playbooks, and CTAs • Build trusted-advisor relationships with CIOs, department directors, and business leaders • Lead business reviews and develop account plans tied to measurable agency outcomes • Design scaled review motions for medium- and low-touch accounts • Drive adoption and enablement through training, onboarding support, adoption campaigns, and regional user groups • Use AI to scale customer coverage and track customer AI adoption as a health signal • Partner with the Enterprise CSM on shared agencies, aligned strategy, and transitions to the enterprise segment • Partner with Sales, Services, Support, and Product to deliver a consistent customer experience and develop Customer Success Qualified Leads into pipeline • Own account escalations end to end and advocate for customer needs through Voice of the Customer • Travel approximately 20% for on-site engagement, business reviews, and regional events

🎯 Requirements

• 4+ years in SaaS Customer Success, Account Management, or a related field, including experience managing a large or segmented book of business • Experience managing 25 or more accounts at once against a touch-based segmentation model • 2+ years using Gainsight for health scoring, playbooks, and reporting • Demonstrated ownership of retention outcomes, including renewal forecasting, risk identification, and save plans • Strong data skills, including building dashboards and reporting that tell a clear story about portfolio health • Excellent communication and presentation skills, including leading business reviews with CIOs and department leaders • Experience building customer enablement such as training, onboarding, or adoption campaigns • Comfort using AI tools to scale work across a large portfolio • Willingness to travel approximately 20%

🏖️ 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