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← Accela

Sr. Customer Success Manager

Accela
Location
Remote Based - US
Posted
18 days ago
Department
Customer Care
Salary
$90,000 - $110,000
What they actually want (must-haves)
  • 4+ years in SaaS Customer Success, Account Management, or a related field
  • Experience managing 25 or more accounts at once against a touch-based segmentation model
  • 2+ years using Gainsight for health scoring, playbooks, and reporting
  • Demonstrated ownership of retention outcomes, including renewal forecasting, risk identification, and save plans
  • Strong data skills, including building dashboards and reporting that tell a clear story about portfolio health
  • Excellent communication and presentation skills, including leading business reviews with CIOs and department leaders
Nice to have
  • Gov Tech or public sector Customer Success experience
  • Knowledge of the Accela Civic Platform
  • Gainsight CSM Certification
  • Experience building or refining customer segmentation and coverage models
  • Experience partnering with enterprise or strategic CSMs on shared regional accounts
What the job really is

As a Senior Customer Success Manager at Accela, you will manage a portfolio of up to 50 mid-market government agency accounts, focusing on customer health and retention. Your role involves building a segmentation model for account engagement, driving gross dollar retention, and utilizing AI tools to enhance customer interactions. You will also collaborate with various teams to ensure a consistent customer experience and lead business reviews with key stakeholders.

Benefits
  • Annual base salary range of $90,000 - $110,000
  • Eligibility for an annual bonus target
  • Flexible time off
  • Comprehensive medical, dental, and vision plans
  • Family planning benefits
  • 401(k) retirement savings plan with company match
Things to weigh
  • Travel requirement of approximately 20% may not suit all candidates
  • Role is an individual contributor position with no direct reports, which may limit leadership experience
  • Focus on government agencies may require specific knowledge or adaptability to public sector nuances
Job score4.6/5
Benefits5/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency5/5

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