Granicus LLC
Denver, CO
Remote

Director of Customer Success

| Remote
Apply now
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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

#LI-NS1 #Li-Remote 

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Where we are

1999 Broadway is located in-between Denver’s Downtown and Uptown neighborhoods. Granicus occupies the 36 and 37 floors of the building.

Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • SalesforceCRM
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What are Granicus LLC Perks + Benefits

Granicus LLC Benefits Overview

Flexible Time off
Fully stocked kitchen
Commuter benefits
Parking allowance
401 K Match

Culture
Volunteer in local community
Granicus has a dedicated impact team called Givicus that organizes different volunteer opportunities for our teams. We recently completed a book drive, food drive and a day at Habitat for Humanity.
Partners with Nonprofits
Granicus partners with Habitat for Humanity, DayMaker, and Hour of Code to help the communities that we serve.
Eat lunch together
Intracompany committees
Granicus has various impact teams for fun activities, volunteering and uniting the 3 main offices!
Daily sync
Open door policy
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Women at Granicus ERG, Black Leadership Group, Givicus is our philanthropy based community service group.
Hiring Practices that Promote Diversity
Unconscious Bias training is mandatory for all hiring managers. Extensive interview training for all interview panel members
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Employees receive _40__ hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Up to $250 per year fitness allowance.
Home Office Stipend for Remote Employees
Professional Development Benefits
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Access to LinkedIn Learning, Tree house and safari books.

Granicus Careers In Denver
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