Enterprise Customer Success Manager
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Job Description
Enterprise Customer Success Manager helping government agencies maximize Accela’s cloud-based software solutions. Managing strategic accounts, renewals, adoption, AI use cases, and executive relationships across a large portfolio.
Responsibilities:
- 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 contacts on IT and business sides.
- Develop 3–5 year strategic agency plans aligned to Accela’s product roadmap and customers’ long-term goals.
- Travel regularly to customer sites for engagement, relationship building, and organizational awareness.
- Own renewal health, identify and manage at-risk accounts, forecast renewal outcomes, and drive retention.
- Partner with Sales on upsell and cross-sell opportunities.
- Build KPI dashboards and deliver data stories communicating customer progress, outcomes, and Accela’s impact.
- Benchmark customer outcomes against industry peers and best practices.
- Identify customer-specific AI use cases and track AI feature adoption.
- Leverage 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 surface competitive intelligence.
- Develop peer reference opportunities and case studies with Marketing.
- 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 driving 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 data storytelling for executive audiences.
- 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 in customer workflows.
- 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
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