Customer Success Consultant - Strategic Accounts

Position Overview

• Location Type: Onsite (Costa Rica)
• Job Type: Full Time
• Salary: Not Specified

Granicus is a GovTech company dedicated to transforming the industry by connecting governments and their constituents. We are committed to supporting our customers' community needs with equitable and inclusive technology solutions. Recognized on the GovTech 100 list for five consecutive years and by BuiltIn as a great place to work, Granicus has partnered with over 5,500 government agencies and 300 million citizen subscribers globally. Our cloud-based solutions encompass communications, website design, meeting and agenda management, records management, and digital services, fostering stronger government-resident relationships worldwide.

Note: Candidates must reside in Costa Rica to be considered for this position.

The Customer Success Consultant – Strategic Accounts will act as a trusted advisor, focusing on driving adoption, value realization, and long-term success for a select portfolio of high-value strategic customers. This role involves personalized and proactive service, including quarterly Strategic Review meetings, collaborative Success Planning, and tailored support for budget planning. It is ideal for professionals with a background in customer success, account management, or consulting, who excel in relationship-driven environments. The consultant will collaborate with strategic U.S. and/or North American clients to align Granicus solutions with their goals, ensuring measurable outcomes and sustained partnerships.

Requirements

• Ability/experience in assisting in the RFP response process.
• Ability to present in a finalist capacity to a customer.

Responsibilities

Strategic Customer Engagement

• Serve as a dedicated strategic advisor to a smaller, high-impact book of business.
• Conduct quarterly Strategic Review meetings 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.
• Provide annual Budget Planning Documents to support customers in securing internal funding and planning for future investments.

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

Growth & Expansion

• Identify and nurture expansion opportunities through consultative conversations and strategic planning.
• Partner with Sales to co-develop account growth strategies and support upsell/cross-sell initiatives.
• Present tailored value propositions to executive stakeholders.

Customer Advocacy & Experience

• Champion the voice of the customer internally, advocating for product enhancements and service improvements.
• Contribute to customer reference programs.

Company Information

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by 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 one of the best companies to work for 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 powering an unmatched Subscriber Network that uses 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.