Enterprise Customer Success Manager - Remote

4w4 weeks ago

Accela

US · Full-time · $125,000 – $150,000

About this 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. 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.

Day-to-day, you will monitor customer health, drive product adoption, ensure customer satisfaction, and facilitate customer loyalty at scale. You will travel regularly to customer sites to conduct walk-the-halls engagement, strengthen relationships, and deepen organizational awareness.

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. You will partner closely with Sales to identify, develop, and advance upsell and cross-sell opportunities within the enterprise portfolio.

You will also mentor and provide informal leadership to team members, helping to shape the future of our Customer Success approach. By incorporating principles like establishing clear customer goals, driving adoption, and ensuring value realization, you will help create a seamless and valuable experience for our enterprise customers in the Gov Tech industry.

Requirements

Proven experience managing enterprise-level customer relationships, ideally within government technology or SaaS.
Ability to develop and execute multi-year strategic account plans aligned to customer goals and product roadmaps.
Strong analytical skills with experience building KPI dashboards and delivering data-driven insights to stakeholders.
Demonstrated ability to identify and advance upsell and cross-sell opportunities in partnership with Sales.
Experience managing at-risk accounts, forecasting renewals, and driving retention through value attainment.
Familiarity with AI use cases and the ability to track feature adoption as a health and engagement signal.
Excellent communication and presentation skills, with the ability to influence CXO-level stakeholders.
Willingness to travel regularly to customer sites for relationship-building and organizational awareness.

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.
Own renewal health for the portfolio, proactively identifying and managing at-risk accounts, forecasting renewal outcomes, and driving retention through consistent value attainment.
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.
Identify AI use cases specific to each customer's workflows and track AI feature adoption as a key health and engagement signal.
Manage escalations end to end, owning the escalation path from intake through resolution.
Mentor and provide informal leadership to team members, sharing best practices and fostering a culture of continuous improvement.

Benefits

Remote-first work environment with flexibility to work from home.
Opportunity to work with cutting-edge AI tools and capabilities to scale customer success activities.
Collaboration with cross-functional teams including Sales, Marketing, and Product.
Mentorship and informal leadership development within a growing Customer Success organization.
Direct impact on the success of government agencies and their communities.