[Remote] Enterprise Customer Success Manager

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.ResponsibilitiesManage a large portfolio of enterprise government agency customers, delivering high-touch engagement and strategic guidance at scaleBuild and maintain trusted advisor relationships with senior stakeholders and executive sponsors, includingCXO-level contacts on both the IT and business sides of the organizationDevelop 3-5 year strategic agency plans in partnership with customers, aligned to Accela's product roadmap and the agency's long-term goalsTravel regularly to customer sites to conduct walk-the-halls engagement, strengthen relationships, and deepen organizational awarenessOwn renewal health for the portfolio, proactively identifying and managing at-risk accounts, forecasting renewal outcomes, and driving retention through consistent value attainmentPartner closely with Sales to identify, develop, and advance upsell and cross-sell opportunities within the enterprise portfolioBuild and maintain KPI dashboards and deliver compelling data stories that communicate customer progress, outcomes, and Accela's impact to both internal and customer stakeholdersBenchmark customer outcomes against industry peers and best practices, helping customers understand their performance and identify areas for improvementIdentify AI use cases specific to each customer's workflows and track AI feature adoption as a key health and engagement signalLeverage AI tools and capabilities to scale customer success activities across a large portfolio without sacrificing quality of engagementDevelop, implement, and track goals using the Objective and Key Results (OKR) frameworkAdvocate for customer needs within the organization through formal Voice of the Customer (VoC) processes, ensuring enterprise feedback directly influences product and service developmentFlag competitive displacement risks at accounts and surface competitive intelligence to internal teamsIdentify and develop peer reference opportunities and partner with Marketing to develop case studies that turn healthy accounts into advocatesManage escalations end to end, owning the escalation path from intake through resolutionMentor and provide informal leadership to CSM teammates, sharing enterprise best practices and success methodologies across the teamSkills5+ years of experience in Customer Success, Account Management, or related roles, with at least 2+ years in an enterprise or senior CSM capacityExperience in Gov Tech or the public sector is requiredDeep expertise in Gainsight, including health scores, playbooks, reporting, and driving customer outcomes across a large portfolioProven ability to develop and execute enterprise-level customer success strategies, account plans, and multi-year strategic plansStrong data analysis and visualization skills, including KPI dashboard development and data storytelling for executive audiencesExcellent communication, presentation, and executive-level stakeholder management skills, including experience engaging CXO-level contactsDemonstrated ability to own renewal health, forecast risk, and drive retention across a large book of businessExperience partnering with Sales on upsell and cross-sell motions within an enterprise customer portfolioFamiliarity with AI tools and the ability to identify and track AI use cases and adoption within customer workflowsWillingness and ability to travel regularly for on-site customer engagementKnowledge of the Accela Civic Platform and its applicationsExperience with OKR frameworks and enterprise customer results strategiesExperience benchmarking customer outcomes and communicating performance against industry peersExperience 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 risksExperience leading or mentoring CSM teammates in an informal leadership capacityAbility to thrive in a dynamic, fast-paced environment while managing competing priorities across a large portfolioBenefitsEligible for an annual bonus targetFlexible time offComprehensive medical, dental, and vision plansFamily planning benefits401(k) retirement savings plan with company matchHealth savings account with company contributionsFlexible spending accountLife, accident, and disability coverageBusiness travel insuranceEmployee assistance programsOther well-being benefitsCompany OverviewAccela 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.