Customer Success Operations Analyst Jobs in Washington

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.

Granicus is seeking a Customer Success Consultant – Strategic Accounts (CSC) – to support the deep and successful adoption of our suite of SaaS solutions, and to drive visible value aligned with our clients' business outcomes. You are a committed client navigator guiding customers on a strategic journey of success.   

Strong candidates will have experience in nurturing clients in an agency, public-sector or software organization. Qualified candidates will have stellar client relationship skills, as well as proven success in data-driven decision making, adherence to process and organizational advancement. The desire to be a part of a collaborative, fast-paced team who thrives in the mission of providing world-class service is a must.  

An awesome CSC consistently provides excellent service so that our customers can deliver exceptional civic and citizen experiences in our communities.

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.
• 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.
• 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.
• Ability/experience in ability to assist in RFP response process as well as to present in a finalist capacity to a customer

Customer Advocacy & Experience

• Champion the voice of the customer internally, advocating for product enhancements and service improvements.
• Contribute to customer reference programs and success story development.
• Stay current on Granicus product updates, industry trends, and best practices in customer success.

Customer Success Operations

• Maintain accurate and up-to-date records in CRM and customer success platforms.
• Follow standardized processes while contributing to continuous improvement initiatives.
• Track and report on key performance indicators, including engagement, satisfaction, and retention.

• Experience/Credentials:

  • 3–5+ years of experience in customer success, account management, or consulting, preferably with strategic or enterprise clients, or relevant staffer experience on Capitol Hill
  • Proven ability to manage executive relationships and lead strategic planning conversations.
  • Strong analytical skills and comfort with data-driven decision-making.
  • Excellent communication, presentation, and interpersonal skills.
  • Experience with CRM systems (Salesforce preferred) and customer success tools.
    The successful candidate will be based in Washington DC area and will be willing to travel client sites up to 25% of the time for client meetings, conferences, and events. 
   

  Security Requirement:

  Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.

  EEO Statement:

  We are an EEO Employer. It has been and will continue to be a fundamental policy of Granicus not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status or any other characteristic prohibited by federal, state and/or local laws.  

USD $60,600.00 - USD $73,000.00 /Yr.

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

At Granicus, we offer a comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balancestarting from day one.
Heres what you can expect as a U.S.-based team member:

Flexibility & Balance

• Flexible Time Off Take the time you need to rest, recharge, and live your life.
  
• Company-Wide Wellbeing Days Paid days off to unplug and focus on your mental health.
  
• Work From Home Reimbursement Support a productive home office environment.

Health & Wellness

• Multiple Health Plan Options Including a 100% employer-paid plan.
  
• Employer HSA Contributions When enrolled in a High-Deductible Health Plan.
  
• Fitness Reimbursement Program Stay active, your way.
  
• On-Demand Mental Health Support Access to Headspace and other wellness tools.

Family & Future

• Paid Parental Leave For both birthing and non-birthing parents.
  
• Traditional & Roth 401(k) With a generous company match.
  
• Life & AD&D Insurance 100% employer-paid coverage for peace of mind.

Growth & Recognition

• Online Learning Platforms Fuel your professional development.
  
• Competitive Salary & Bonuses Your contributions are valued and rewarded.

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.