Accela
Gov Tech
EnterpriseCustomerSuccessManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Enterprise Customer Success Manager at Accela. Skills: Customer Success, Account Management, Gov Tech. Manage enterprise government agency customers. Deliver high-touch engagement”
What You'll Achieve.
Achieve customer goals; Ensure customer satisfaction; Facilitate customer loyalty; Drive retention; Advance upsell opportunities; Advance cross-sell opportunities
Industry & Context.
Anticipate issues; Solve potential issues; Manage escalations
Travel regularly, Willing to travel
What They're Looking For.
Must Have
5+ years Customer Success, 2+ years enterprise CSM, Gov Tech experience required, Deep Gainsight expertise, Develop customer success strategies, Develop account plans, Develop multi-year strategic plans, Data analysis skills, KPI dashboard development, Data storytelling skills, Executive-level stakeholder management, Experience engaging CXO-level contacts, Own renewal health, Forecast risk, Drive retention, Partner with Sales on upsell, Partner with Sales on cross-sell, Familiarity with AI tools, Identify AI use cases, Track AI adoption, Willingness to travel
Nice to Have
Knowledge of Accela Civic Platform, Experience with OKR frameworks, Experience benchmarking customer outcomes, Experience developing customer references, Experience developing case studies, Participate in customer advisory boards, Understanding of competitive landscape, Flag competitive displacement risks, Communicate displacement risks, Experience leading CSM teammates, Experience mentoring CSM teammates, Thrive in dynamic environment, Manage competing priorities
What You'll Do.
Manage enterprise government agency customers
Deliver high-touch engagement
Provide strategic guidance
Build trusted advisor relationships
Maintain trusted advisor relationships
Develop strategic agency plans
Align plans to product roadmap
Align plans to agency goals
Travel to customer sites
Conduct walk-the-halls engagement
Strengthen customer relationships
Deepen organizational awareness
Identify at-risk accounts
Manage at-risk accounts
Forecast renewal outcomes
Identify upsell opportunities
Develop upsell opportunities
Advance upsell opportunities
Identify cross-sell opportunities
Develop cross-sell opportunities
Advance cross-sell opportunities
Maintain KPI dashboards
Communicate customer progress
Communicate customer outcomes
Communicate Accela's impact
Benchmark customer outcomes
Help customers understand performance
Identify areas for improvement
Identify AI use cases
Track AI feature adoption
Scale customer success activities
Develop goals using OKR
Implement goals using OKR
Track goals using OKR
Advocate for customer needs
Influence product development
Influence service development
Flag competitive displacement risks
Surface competitive intelligence
Identify reference opportunities
Turn accounts into advocates
Manage escalations end to end
Provide informal leadership
Share enterprise best practices
Share success methodologies
How You'll Work.
Team & Collaboration
Internal teams; Sales team; CSM teammates
Communication Scope
Executive presentations; Data storytelling
Process & Methodology
Account plans, Strategic plans, OKR framework
Full Job Description
ABOUT THE 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. As an Enterprise CSM, 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. You will be responsible for monitoring customer health, driving product adoption, ensuring customer satisfaction, and facilitating customer loyalty at scale. 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. Accela provides a robust cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. Our customers are government agencies looking to improve citizen engagement, streamline processes, and enhance service delivery. By leveraging our platform, they can do more with less, providing consistent and convenient services to the public. Our Customer Success approach is built on establishing clear customer goals, driving adoption, ensuring value realization, fostering customer advocacy, managing relationships proactively, anticipating and solving potential issues, and continuously improving our strategies. By incorporating these principles, you will help create a seamless and valuable experience for our enterprise customers in the Gov Tech industry. 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 custome
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