Enterprise Customer Success Manager
New
A
AccelaGov Tech
Remote Based - USFull-TimeSenior
Salary125,000 - 150,000 USD per year
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Job Details
- Experience
- 5+ years of experience in Customer Success, Account Management, or related roles, with at least 2+ years in an enterprise or senior CSM capacity.
- Required Skills
- Artificial IntelligenceData AnalysisAccount ManagementStakeholder managementCustomer Success
Requirements
- 5+ years of experience in Customer Success, Account Management, or related roles.
- 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, and reporting.
- Proven ability to develop and execute multi-year strategic plans.
- Strong data analysis and visualization skills, including KPI dashboard development.
- Excellent communication and executive-level stakeholder management skills.
- Demonstrated ability to own renewal health and forecast risk.
- Experience partnering with Sales on upsell and cross-sell motions.
- Familiarity with AI tools and ability to track AI use cases.
- Willingness and ability to travel regularly for on-site customer engagement.
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.
- Develop 3-5 year strategic agency plans in partnership with customers, aligned to Accela's product roadmap.
- Travel regularly to customer sites to conduct walk-the-halls engagement.
- Own renewal health for the portfolio, forecasting renewal outcomes and driving retention.
- Partner closely with Sales to identify, develop, and advance upsell and cross-sell opportunities.
- Build and maintain KPI dashboards and deliver data stories communicating impact.
- Identify AI use cases and track AI feature adoption within customer workflows.
- Advocate for customer needs through Voice of the Customer (VoC) processes.
- Mentor and provide informal leadership to CSM teammates.
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