Manager, Customer Success

What your impact will look like:

• Deliver success through leading and empowering the team.
• Lead employees/team to meet expectations for productivity, quality, continuous improvement, and company goals.
• Coach, mentor, and invest in each individual. Creating individual growth paths to retain talent.
• Ensure best practices are adopted and employed by individual contributors and teams.
• Prescriptively deliver feedback to strengthen practices, and acutely address performance issues.
• Whole-heartedly set model for collaborative internal relationships and authentically encourage opportunity expansion with qualified leads in Salesforce
• Manage escalations to create a better customer experience and reduce churn
• Manage pipeline and churn forecast for assigned portfolio
• Partner with peers and Customer Success Director to proactively identify ways to improve upon customer retention and experience.
• Elevate organizational and individual issues at appropriate times to respective advocates.
• Passionately pursue developments in Granicus product portfolio, competitive advancements, and modern engagement trends
• Grow and nurture internal relationships within
• Additional Duties as assigned.

You'll love this job if you have:

• 2-3 years of experience in external customer management, development, strategy or a consultant role
• 1-2 years of people management in a customer success, project management or change manager role.
• Experience working in government, non-profit or similar field.
• Proficient in technology with the ability to quickly learn and think systematically.
• Ability to enthuse and inspire people towards action.
• Demonstrated problem-solving skills and the ability to work independently.
• Driven by thoughtful, quality, and detail-oriented processes, project output, and client/team interactions.
• An ability to positively represent the company to the customer, and the customer to the company.
• Excellent verbal and written communicator
• Public speaking and presentation skills
• You have commitment to diversity of thought and consideration of different ideas
• Demonstrated experience in team building, leadership or management with formal or informal positions
• Commitment to diversity of thought and consideration of different ideas