Customer Success Consultant

The Company
Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.
Job Summary

The Customer Success Consultant – Strategic Accounts is a trusted advisor responsible for driving adoption, value realization, and long-term success for a focused portfolio of high-value strategic customers. These customers receive a more personalized and proactive level of service, including Strategic Review meetings every six months, collaborative Success Planning, and in-person engagements.

This role is ideal for professionals with a strong background in customer success, account management, or consulting, particularly those who thrive in high-touch, relationship-driven environments. You will work closely with strategic clients to align Granicus solutions with their evolving goals, ensuring they achieve measurable outcomes and remain long-term partners.
What Success Looks Like

You treat every customer interaction as a chance to learn something you didn't know — about their goals, their organization, their industry. You build intimacy with customers through proactive outreach, and you think ahead on their goals and how we can help them get there — often before they've had to ask. You're comfortable asking “why” past the first answer, and you're genuinely curious about how customers actually use the product, not just whether they say they're satisfied with it.
What Your Impact Will Look Like
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Essential Functions

Strategic Customer Engagement

- Serve as a dedicated strategic advisor to a smaller, high-impact book of business.

- Conduct Strategic Review meetings every six months with each customer to assess progress, align on goals, and identify new opportunities.

- Develop and maintain shared Success Plans that outline customer objectives, key milestones, and success metrics.

- Build deep relationships through in-office visits, conference attendance, and tradeshow engagements as needed.

Customer Success Management & Strategy

- Act as the primary point of contact for strategic customers, ensuring a seamless experience across onboarding, adoption, and renewal.

- Collaborate cross-functionally with Sales, Implementation, and Support to resolve issues and deliver value.

- Analyze customer usage data and engagement metrics to inform proactive outreach and strategic recommendations.

- Proactively surface risk and opportunity signals before they show up in a health score — through usage patterns, organizational changes, or conversations that go beyond the stated agenda.

- Monitor customer health and implement mitigation strategies to reduce churn risk.

Growth & Expansion

- Identify and nurture expansion opportunities through consultative conversations and strategic plann