Customer Success Consultant

Granicus

1d•Remote

About The Position

Granicus provides technology and services that empower government organizations to create seamless digital experiences for the people they serve. By offering the industry’s leading cloud-based solutions for communications, content management, meeting and agenda management, and digital services to over 4,000 public sector organizations, Granicus helps turn government missions into quantifiable realities. Business Reason for New Role: Executive-sponsored initiative to convert 30% of 364 clients using one of our 3 Government Experience Clouds (Operations, Service, and Engagement) who are paying at or above list price. Conversion will occur at renewal, adding value to current revenue spend and generating uplift. Role will also support sales in converting 1,300 additional Segment 1B accounts for net new revenue. Granicus is seeking a Senior Customer Success Consultant (CSC) - Tiger Team to support the deep and successful adoption of our GXC solutions, and to drive visible value aligned with our clients' business outcomes and successful use cases to leverage in the future. You are a committed client navigator guiding customers on a strategic journey of success. Granicus offers solutions to Federal, State and Local governments. This role will align to State and Local of those customer market segments with a focus on high-value swap and upgrade opportunities and net new expansion activities typically with sales team. As a Senior member of the Success Team, this role will serve as a subject matter expert on their aligned customer market segment and the Experience Partner and Data Insights portions of the GXC offering for both internal and external scenarios. The Connected Technology will be important to understand but not expert level. Reporting Structure and Duration: This posting is to backfill one of five Tiger Team roles, due to a vacancy. The goal is to achieve 30% conversion by April 2026. Strong candidates will have experience in nurturing clients in an agency, public sector, or software organization as well as a deep product or industry knowledge and experience leading portfolios and internal projects. Qualified candidates will have stellar client relationship and consultative skills, as well as proven success in data-driven decision making, adherence to process and organizational advancement. Candidates should also have experience with Software as a Service (SaaS) platforms, and the ability to translate the capabilities of a technology platform into specific benefits for a given client. The desire to be a part of a collaborative, fast-paced team who thrives on the mission of providing world-class service is a must. New Position Benefits & Challenges: This role requires basic sales skills beyond those of the standard Senior CSC, including accurate forecasting, opportunity qualification, meeting follow up, and executive alignment. These are essential to achieving targets and supporting expansion and swap pipeline goals.

Requirements

3+ years of increasing responsibility in a relevant field, such as an agency, public sector organization, or software company
Extraordinary appetite for analytics and advancement driven by data with a preferred knowledge of civic-management and citizen-engagement tools
Excellent organizational skills and a passion for process and business systems, as well as process improvement ideation
Change management experience
Exceptional interpersonal skills for internal and external relationship-building
Ability to thrive in a lean, self-propelling, proactive environment
Commitment to diversity of thought and consideration of different ideas
Experience with sales pipeline management, forecasting, and supporting revenue-based compensation KPIs

Responsibilities

Proactively guide a dedicated portfolio of clients through the customer journey from post-implementation, consistently creating deeper adoption of solutions and ensuring a seamless and successful Granicus signature experience
Conduct high-value upgrade and swap discovery conversations tied to executive priorities and revenue goals
Collaborate regularly with the Sales organization to develop territory expansion plans and coordinate customer outreach and touchpoints
Identify and document expansion opportunities
Forecast and manage pipeline in alignment with strategic swap objectives
Research, and keep current on, relevant client topics such as program background, agency and administration developments, media reports, and developments across industry verticals
Enthusiastically represent Granicus at internal and external speaking events or webinars as a subject-matter expert of our GXC platform especially the role of the Experience Partner and Data Driven Insights

Benefits

Flexible Time Off – Take the time you need to rest, recharge, and live your life.
Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
Work From Home Reimbursement – Support a productive home office environment.
Multiple Health Plan Options – Including a 100% employer-paid plan.
Employer HSA Contributions – When enrolled in a High-Deductible Health Plan.
Fitness Reimbursement Program – Stay active, your way.
On-Demand Mental Health Support – Access to Headspace and other wellness tools.
Paid Parental Leave – For both birthing and non-birthing parents.
Traditional & Roth 401(k) – With a generous company match.
Life & AD&D Insurance – 100% employer-paid coverage for peace of mind.
Online Learning Platforms – Fuel your professional development.
Competitive Salary & Bonuses – Your contributions are valued and rewarded.