[Remote] Customer Success Manager at Accela

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Gov TechIndustries

Requirements

Bachelor’s degree in a relevant field or equivalent work experience
3+ years of experience in SaaS customer success, account management, or a related field
Data Analytics expert with strong Excel knowledge and a data analysis mindset
Technical skills in understanding workflows, scripting, troubleshooting, and learning complex product configurations
2+ years of experience utilizing Gainsight daily for account health, planning, and health insights
Proven ability to develop and execute customer success strategies and plans

Responsibilities

Develop and execute detailed customer health plans that align with strategic goals
Conduct regular customer health assessments and proactively address potential issues
Lead on-site and virtual business reviews with key stakeholders, including CIO and business development and planning executives
Maintain regular, proactive communication with customers to provide updates, gather feedback, and address concerns
Collaborate closely with sales, services, and product teams to deliver a cohesive customer experience and establish a seamless feedback loop
Drive product adoption and ensure customers realize the full value of our solutions
Advocate for customer needs within the organization, ensuring their feedback informs product and development decisions
Identify opportunities for account growth through customer success-qualified leads
Implement and share best practices from the Gov Tech industry to optimize customer workflows and processes
Manage escalations effectively to ensure timely resolution of challenges
Maximize customer success by helping them identify and measure key results and business outcomes
Enhance customer experience by clearly defining ownership and managing key Customer Moments of Truth across Accela
Analyze and effectively communicate data stories that drive success for Accela and the customer through various reporting platforms
Help reduce churn through value attainment
Understand account segmentation models and deliver results to an extensive portfolio of businesses
10-20% travel required

Skills

Key technologies and capabilities for this role

Customer SuccessStrategic Account PlanningCustomer Health MonitoringProduct AdoptionOnboardingBusiness ReviewsStakeholder ManagementGov Tech

Questions & Answers

Common questions about this position

What are the main responsibilities of the Customer Success Manager role?

The role involves developing customer health plans, conducting health assessments, leading business reviews, driving product adoption, collaborating with internal teams, and advocating for customer needs to ensure success and loyalty.

Is this Customer Success Manager position remote or on-site?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of collaboration is expected in this role?

You will collaborate closely with sales, services, and product teams to deliver a cohesive customer experience, establish a seamless feedback loop, and advocate for customer needs internally.

What experience or skills make a strong candidate for this CSM position?

Strong candidates should have experience in Gov Tech or CSM best practices, skills in developing strategic account plans, conducting customer health assessments, driving product adoption, and collaborating across teams.

Accela

Cloud-based solutions for government agencies

About Accela

Accela provides cloud-based solutions designed for government agencies to enhance civic engagement and streamline operations. Its main product, the Construct API, enables developers to create applications that improve interactions between government entities and citizens. These applications can assist with various civic functions, including permitting, licensing, code enforcement, and public health management. Accela differentiates itself from competitors by offering a subscription-based Software as a Service (SaaS) model, along with open-source tools and resources that foster a community of developers focused on civic technology. The company's goal is to improve efficiency, transparency, and citizen satisfaction in government services.

San Ramon, CaliforniaHeadquarters

1999Year Founded

$151.4MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Government & Public Sector, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Family Planning Benefits

401(k) Retirement Plan

401(k) Company Match

Health Savings Account/Flexible Spending Account

Life Insurance

Disability Insurance

Mental Health Support

Risks

Emerging civic tech startups pose a threat to Accela's market share.

Integration challenges with OpenCounter may disrupt service delivery.

Economic downturns could reduce government spending on Accela's SaaS solutions.

Differentiation

Accela offers a comprehensive suite of cloud-based solutions for government agencies.

The Construct API enables developers to enhance civic engagement and streamline operations.

Accela's acquisition of OpenCounter simplifies permitting and licensing processes for users.

Upsides

Increased demand for digital government services boosts Accela's SaaS offerings.

Smart city initiatives globally expand Accela's market reach.

Data-driven decision-making in government operations increases demand for Accela's analytics capabilities.

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