Customer Success Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Success Manager leading Granicus's ANZ customer success team. Driving adoption, retention and growth for government-focused cloud and digital solutions.
Responsibilities:
- 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
Similar Jobs
Senior Customer Success Manager
Senior Customer Success Manager driving customer outcomes, renewals, and expansion for ChartHop’s HR platform. Advising HR, Finance, and People leaders on workflows and adoption.
Senior Customer Success Manager
Senior Customer Success Manager managing enterprise clients for Pacvue’s commerce media advertising platform. Driving account growth, technical enablement, and product improvements.
SMB Construction Success Manager
Construction Success Manager helping U.S. construction teams adopt Fieldwire’s project-management platform. Training clients, improving workflows, and driving account value through ongoing engagement.
Client Success Manager
Client Success Manager owning client operations for EPIC Brokers’ pharmacy intelligence and drug-management services. Coordinating teams, renewals, utilization, reporting, and platform adoption.
Channel Customer Success Manager – German
Channel Customer Success Manager helping NinjaOne, a unified IT operations platform, grow EMEA reseller and distributor partnerships. Driving enablement, adoption, retention, and expansion across DACH.
Senior Manager, Customer Success
Senior Customer Success Manager leading customer-facing teams for FourKites’ AI-driven supply chain platform. Driving retention, customer health, renewals, expansion, and strategic account growth.
Junior Customer Success Manager
Junior Customer Success Manager managing B2B customer relationships for Sumsub’s AI-powered compliance and fraud-prevention platform. Driving retention, renewals, product adoption, and account growth.
Customer Success Consultant – Onboarding
Consultora de Customer Success conduzindo treinamentos de onboarding para clientes do software odontológico líder no Brasil. Acompanhando ativações, indicadores e melhorias da jornada do cliente.
Customer Success Consultant – Retention & Renewals
Consultora de Customer Success conduzindo retenções e renovações para o software odontológico líder do Brasil. Negociando com clientes, registrando interações no CRM e melhorando ofertas.
Client Experience Specialist – Night Shift
Client Experience Specialist managing orders, returns, payments, and customer records for Shore360’s Philippine staffing and administrative support business. Night-shift coordination with customers and internal teams.
Client Engagement Coordinator
Client Engagement Coordinator supporting sales executives, client orders, and account operations for FranklinCovey’s leadership and organizational performance services. Managing implementations, forecasting data, agreements, invoicing, and customer experience.
Senior Group Manager, Customer Success
Senior Customer Success leader managing teams, retention, revenue, and client relationships for Lyra Health’s evidence-based mental health care platform.
Senior Customer Success Manager
Senior Customer Success Manager retaining and expanding Bankruptcy Risk accounts for G2 Risk Solutions. Leading renewals, executive relationships, onboarding, and customer outcomes.
Senior Customer Success Manager
Senior Customer Success Manager retaining strategic bankruptcy-risk accounts for G2 Risk Solutions. Driving renewals, growth, adoption, and executive customer relationships.
Digital CRM Architect – BA
Digital CRM Architect leading business analysis and functional consulting for Hexaware’s Dynamics 365 and Power Platform solutions. Fully remote role in Mexico.
Client Success Executive II
Client Success Executive managing healthcare revenue-cycle accounts for EMS|MC. Driving client satisfaction, retention, financial performance, and operational improvements through data analysis.
Senior Customer Success Architect
Customer Success Architect guiding Austria and Germany customers through GitLab adoption, retention, and growth. Translating DevSecOps goals into actionable success plans and outcomes.
Customer Success Manager, Site Research
Customer Success Manager managing relationships, adoption, retention, and renewals for Verily Health’s clinical trial management platform. Supporting healthcare and clinical research customers remotely across the United States.
Customer Success Manager
Customer Success Manager owning adoption, retention, and value realization for Thynk.Cloud’s hospitality SaaS customers. Managing account health, feedback, training, and renewal readiness across European accounts.
Customer Success Representative
Customer Success Representative supporting customers on Tenna’s SaaS and IoT asset-management platform. Troubleshooting issues, managing tickets, onboarding users, and driving renewals.