Senior Customer Success Manager

At Accela, our Senior Customer Success Managers own the health and retention of the mid-market book of government agency customers within a defined region. You will manage a portfolio of up to 50 accounts and build the segmentation model that decides how each one is served, so high, medium, and low touch customers each get the right level of engagement. You will own gross dollar retention (GDR) for the segment and lead the enablement that raises product proficiency across your entire book.

This is where account management becomes segment strategy: rather than serving one account at a time, you will design the coverage model for a whole region and use AI and scaled motions to reach customers well beyond the ones you can visit in person. You will work alongside the Enterprise CSM who covers the region's largest agencies. This is a senior individual contributor role with no direct reports, and a natural step toward the enterprise track or Customer Success leadership.

Accela provides a cloud-based platform of government software that helps agencies of all sizes improve citizen engagement, streamline processes, and do more with less. Our Customer Success approach is built on clear Customer Outcomes, strong adoption, real value realization, and proactive relationship management.

WHAT YOU WILL DO:

• Own a portfolio of up to 50 mid-market government agency accounts in your region, along with the high, medium, and low touch segmentation model that determines how each account is served.
• Own gross dollar retention (GDR) for the segment by forecasting renewals, identifying risk early, and driving retention through consistent value attainment.
• Own customer health in Gainsight, using health scores, playbooks, and CTAs to intervene well before the renewal window.
• Build trusted advisor relationships with CIOs, department directors, and business leaders, and lead business reviews across the book.
• Develop account plans for high touch accounts that connect agency goals to measurable outcomes, and design scaled review motions that deliver comparable value to medium and low touch accounts.
• Drive adoption and enablement across the region through training, onboarding support, adoption campaigns, and regional user groups.
• Use AI to scale coverage across medium and low touch accounts, and track customer AI adoption as a health signal.
• Partner with the Enterprise CSM covering your region on shared agencies, aligned strategy, and clean transitions as accounts grow into the enterprise segment.
• Partner with Sales to develop Customer Success Qualified Leads into pipeline, and with Services, Support, and Product to deliver a consistent customer experience.
• Own escalations end to end for your accounts, and advocate for customer needs through Voice of the Customer.
• Travel approximately 20% for on-site engagement, business reviews, and regional events.

REQUIRED QUALIFICATIONS:

• 4+ years in SaaS Customer Success, Account Management, or a related field, including experience managing a large or segmented book of business.
• Experience managing 25 or more accounts at once against a touch-based segmentation model.
• 2+ years using Gainsight for health scoring, playbooks, and reporting.
• Demonstrated ownership of retention outcomes, including renewal forecasting, risk identification, and save plans.
• Strong data skills, including building dashboards and reporting that tell a clear story about portfolio health.
• Excellent communication and presentation skills, including leading business reviews with CIOs and department leaders.
• Experience building customer enablement such as training, onboarding, or adoption campaigns.
• Comfort using AI tools to scale work across a large portfolio.
• Willingness to travel approximately 20%.

DESIRED QUALIFICATIONS:

• Gov Tech or public sector Customer Success experience.
• Knowledge of the Accela Civic Platform.
• Gainsight CSM Certification.
• Experience building or refining customer segmentation and coverage models.
• Experience partnering with enterprise or strategic CSMs on shared regional accounts.