Note: The job is a remote job and is open to candidates in USA. Accela is a leader in government software solutions, and they are seeking an Enterprise Customer Success Manager to build lasting relationships with strategic customers. The role involves managing a portfolio of enterprise-level government agency customers, ensuring their success through product adoption and satisfaction, while collaborating with internal teams to drive customer outcomes.
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, includingCXO-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
Skills
- 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
- 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
Benefits
- Eligible for an annual bonus target
- Flexible time off
- Comprehensive medical, dental, and vision plans
- Family planning benefits
- 401(k) retirement savings plan with company match
- Health savings account with company contributions
- Flexible spending account
- Life, accident, and disability coverage
- Business travel insurance
- Employee assistance programs
- Other well-being benefits
Company Overview
Accela provides market-leading solutions that help governments to modernize and build thriving communities. It was founded in 1999, and is headquartered in San Ramon, California, USA, with a workforce of 201-500 employees. Its website is https://www.accela.com.