Enterprise Customer Success Manager

ABOUT THE ROLE:

At Accela, our Enterprise Customer Success Managers are essential to building lasting, high-impact relationships with our most strategic customers and ensuring they achieve their goals through our innovative solutions. As an Enterprise CSM, you will work closely with a large portfolio of enterprise-level government agency customers to develop comprehensive Account Plans that align with their long-term objectives. You will be responsible for monitoring customer health, driving product adoption, ensuring customer satisfaction, and facilitating customer loyalty at scale. This role offers a unique opportunity to collaborate with various internal teams, leverage CSM and Gov Tech industry best practices, and significantly impact our customers' success.

Accela provides a robust cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. Our customers are government agencies looking to improve citizen engagement, streamline processes, and enhance service delivery. By leveraging our platform, they can do more with less, providing consistent and convenient services to the public.

Our Customer Success approach is built on establishing clear customer goals, driving adoption, ensuring value realization, fostering customer advocacy, managing relationships proactively, anticipating and solving potential issues, and continuously improving our strategies. By incorporating these principles, you will help create a seamless and valuable experience for our enterprise customers in the Gov Tech industry.

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 both the IT and business sides of the organization.
• Develop 3-5 year strategic agency plans in partnership with customers, aligned to Accela's product roadmap and the agency's long-term goals.
• Travel regularly to customer sites to conduct walk-the-halls engagement, strengthen relationships, and deepen organizational awareness.
• Own renewal health for the portfolio, proactively identifying and managing at-risk accounts, forecasting renewal outcomes, and driving retention through consistent value attainment.
• Partner closely with Sales to identify, develop, and advance upsell and cross-sell opportunities within the enterprise portfolio.
• Build and maintain KPI dashboards and deliver compelling data stories that communicate customer progress, outcomes, and Accela's impact to both internal and customer stakeholders.
• Benchmark customer outcomes against industry peers and best practices, helping customers understand their performance and identify areas for improvement.
• Identify AI use cases specific to each customer's workflows and track AI feature adoption as a key health and engagement signal.
• Leverage AI tools and capabilities to scale customer success activities across a large portfolio without sacrificing quality of engagement.
• Develop, implement, and track goals using the Objective and Key Results (OKR) framework.
• Advocate for customer needs within the organization through formal Voice of the Customer (VoC) processes, ensuring enterprise feedback directly influences product and service development.
• Flag competitive displacement risks at accounts and surface competitive intelligence to internal teams.
• Identify and develop peer reference opportunities and partner with Marketing to develop case studies that turn healthy accounts into advocates.
• Manage escalations end to end, owning the escalation path from intake through resolution.
• Mentor and provide informal leadership to CSM teammates, sharing enterprise best practices and success methodologies across the team.

REQUIRED QUALIFICATIONS:

• 5+ years of experience in Customer Success, Account Management, or related roles, with 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.
• Proven ability to develop and execute enterprise-level 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 experience engaging CXO-level contacts.
• Demonstrated ability to own renewal health, forecast risk, and drive retention across a large book of business.
• Experience partnering with Sales on upsell and cross-sell motions within an enterprise customer portfolio.
• Familiarity with AI tools and the ability to identify and track AI use cases and adoption within customer workflows.
• Willingness and ability to travel regularly for on-site customer engagement.

DESIRED QUALIFICATIONS:

• Knowledge of the Accela Civic Platform and its applications.
• Experience with OKR frameworks and enterprise customer results strategies.
• Experience benchmarking customer outcomes and communicating performance against industry peers.
• Experience developing customer references, case studies, or participating in customer advisory boards (CABs).
• Strong understanding of competitive landscape in Gov Tech and ability to flag and communicate displacement risks.
• Experience leading or mentoring CSM teammates in an informal leadership capacity.
• Ability to thrive in a dynamic, fast-paced environment while managing competing priorities across a large portfolio.