Customer Success Manager

• Lead, coach and develop the ANZ Customer Success team
• Set expectations for customer outcomes, portfolio discipline, quality, productivity and professional growth
• Create an inclusive, accountable team environment
• Own team performance across product adoption, customer engagement, value realisation, retention, risk management and growth opportunities
• Guide customer plans, structured reviews and engagement rhythms tied to measurable outcomes
• Apply customer segmentation and engagement principles
• Lead coordinated responses for at-risk customers and create recovery plans
• Manage customer escalations with professionalism and urgency
• Maintain portfolio, churn and renewal forecasts
• Report on customer health, engagement, risk, retention and growth opportunities
• Partner with Sales on shared customer context and qualified growth opportunities in Salesforce
• Collaborate with Implementation Services, Support, Product and Marketing on onboarding, adoption, issue resolution, communications and advocacy
• Use customer insights, usage data and feedback to improve playbooks and inform product and service priorities
• Champion consistent systems, processes and documentation while adapting global standards to ANZ needs
• Represent Granicus in customer, partner and industry forums
• Use approved AI-enabled tools and automation to improve analysis, prioritisation, service delivery and communication
• Validate AI outputs and protect customer and company information

• Five or more years of increasing responsibility in Customer Success, account management, consulting, SaaS or a comparable customer-facing discipline
• Demonstrated experience leading, coaching or developing customer-facing professionals through formal people management or substantial team leadership responsibility
• Experience owning customer retention, adoption, risk, value or growth outcomes across a portfolio
• Experience working with public sector, local government, community engagement, digital experience or civic technology customers is highly regarded
• Experience using Salesforce and Customer Success, analytics or business intelligence tools
• Proven people leadership, coaching and performance management capability
• Strong commercial judgement and understanding of customer outcomes, adoption, retention, renewal confidence and growth
• Excellent stakeholder management and communication skills
• Ability to interpret customer data, health signals and portfolio trends
• Strong problem solving and escalation management skills
• Working knowledge of SaaS Customer Success practices, customer lifecycle management and scalable engagement models
• Ability to collaborate across functions and influence outcomes without direct authority
• High standards of organisation, follow-through, written communication, presentation and data quality
• Commitment to customer value, public sector impact, diversity of thought and continuous improvement
• Tertiary qualifications or equivalent practical experience in business, technology, government, communications or a related field
• Ability to support customers and colleagues across Australia, New Zealand and global time zones
• Responsible for preserving the confidentiality, integrity and availability of Granicus information assets
• Responsible for ensuring employee and customer data privacy and completing required privacy training

• Remote-first company with a globally distributed workforce
• Remote work environment
• Employee Resource Groups
• Coffee with Mark sessions with the CEO
• Microsoft Teams communities focused on wellness, art, furbabies, family, and parenting
• Special guest sessions addressing issues impacting employees