The Granicus Director, Customer Success leads our clients' adoption of our suite of SaaS solutions, and responsible for driving visible value aligned with our clients' business outcomes through management of a team of talented customer success consultants and associates. As a Director, Customer Success you are a driven leader with authentic ability to motivate individuals to succeed and make a remarkable organizational impact.

Strong Directors of Customer Success teams have experience in nurturing clients in an agency, public-sector or software organization. Importantly, you have demonstrated leadership skills, including clear and crisp communication at all levels, genuine interest and empathy, astute situational awareness, and proactive professional development. Qualified candidates will have organic relationship-building skills and demonstrated ability to deftly navigate in internal and external conditions. You are a dynamic corporate citizen reliably contributing to improvement and adherence of Granicus business systems, and an active corporate athlete relentlessly pursuing advancement of core competencies.

An awesome candidate consistently supports the Granicus and the Customer Success Team so that our customers can deliver exceptional civic and citizen experiences in our communities. 

What You'll Do:

· Lead Customer Success function through organizational transition with strategic approach, steadfast adherence to process, and superior supervisory skills

· Provide leadership to the Customer Success Managers leading our Local, State, and Federal customer market segments

· Ensure best practices are adopted and employed by Customer Success individual contributors and teams along the maturity curve for respective products, as well as contribute to the evolution of practices

· Avidly monitor team's client metrics to provide learning lessons and identify mitigation points

· Prescriptively provide individual feedback to strengthen Customer Success team members, and acutely address performance issues

· Discerningly elevate organizational and individual issues at appropriate times to respective advocates

· Serve as senior consultant when needed to support team members employing maturity best practices

· Provide guidance to empower team members to mitigate internal and external situations

· Foster proactive approach to customer experience application by encouraging team to be current on topics and prescriptive in recommendations

· Advance team learnings through retrospectives and transparent dissemination of information

· Advocate for customers throughout cross-functional divisions, such as product enhancements

· Whole-heartedly set model of collaborative sales relationships and authentically encourage opportunity expansion with record in SalesForce

· Passionately pursue developments in Granicus product portfolio, as well as SaaS customer-success practices, competitive advancements, and modern engagement trends

· Enthusiastically represent Granicus at internal and external speaking events as a subject-matter expert in our products and respective civic and citizen knowledge pillars

Who You Are:

· You have 10+ years of increasing responsibility in a relevant field, such as an agency, public sector organization, or software company

· You have experience in team building, leadership or management formal or informal positions

· You have an appetite for analytics and advancement driven by data with preferred knowledge of civic-management and citizen-engagement tools

· You pursue public sector information and developments

· You adopt Granicus, Vista Equity Partners, and external best practices in business areas and leadership/management

· You have excellent organization skills and a passion for process and business systems, as well as process improvement ideation

· You have exceptional interpersonal skills for internal and external relationship building at all levels of the organization, including cross-departmental colleagues, C-suite and clients

· You can thrive in a lean, self-propelling, proactive environment

· You are committed to diversity of thought and consideration of different ideas

· You can travel, as needed and when safe, up to 40% for client meetings and Granicus commitments

Examples of Performance Evaluation:

· Delivering projects and project components on time and within budget

· Satisfying project objectives and outcomes

· Achieve consistently high customer satisfaction scores

· Meeting established utilization goals for team members

· Project delivery efficiency and profitability

· Process improvements and innovations

· Achieve or exceed commitments as agreed upon with your direct supervisor and leadership

Your performance is measured based on your team's client adoption and retention metrics; training and upskilling program completion; cross-functional collaboration; corporate citizenry and advocacy; and individual development goals as outlined and monitored with your supervisor. Your supervisor's goal is to establish a plan for you to be successful in your current role, while outlining a professional development path.

*starting rate may vary by experience and/or location

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