Enterprise Customer Success Manager

About the Role

At Accela, Enterprise Customer Success Managers are essential to building lasting, high-impact relationships with strategic customers and ensuring they achieve their goals through innovative cloud-based government software solutions. As an Enterprise CSM, you will work closely with a large portfolio of enterprise-level government agency customers to develop comprehensive Account Plans that align with their long-term objectives. This role offers a unique opportunity to collaborate with various internal teams, leverage CSM and Gov Tech industry best practices, and significantly impact customer success at scale.

Accela provides a robust cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. Our customers are government agencies looking to improve citizen engagement, streamline processes, and enhance service delivery. By leveraging our platform, they can do more with less, providing consistent and convenient services to the public.

Customer Success Philosophy

Our Customer Success approach is built on establishing clear customer goals, driving product adoption, ensuring value realization, fostering customer advocacy, managing relationships proactively, anticipating and solving potential issues, and continuously improving our strategies. You will help create a seamless and valuable experience for enterprise customers in the Gov Tech industry by implementing these principles across your entire portfolio.

Key Responsibilities

• Manage a large portfolio of enterprise government agency customers, delivering high-touch engagement and strategic guidance at scale
• Build and maintain trusted advisor relationships with senior stakeholders and executive sponsors, including CXO-level contacts on both IT and business sides of the organization
• Develop 3-5 year strategic agency plans in partnership with customers, aligned to Accela's product roadmap and the agency's long-term goals
• Travel regularly to customer sites to conduct walk-the-halls engagement, strengthen relationships, and deepen organizational awareness
• Own renewal health for the portfolio, proactively identifying and managing at-risk accounts, forecasting renewal outcomes, and driving retention through consistent value attainment
• Partner closely with Sales to identify, develop, and advance upsell and cross-sell opportunities within the enterprise portfolio
• Build and maintain KPI dashboards and deliver compelling data stories that communicate customer progress, outcomes, and Accela's impact to both internal and external stakeholders
• Benchmark customer outcomes against industry peers and best practices, helping customers understand their performance and identify improvement areas
• Identify AI use cases specific to each customer's workflows and track AI feature adoption as a key health and engagement signal
• Leverage AI tools and capabilities to scale customer success activities across a large portfolio, optimizing efficiency without sacrificing personalized engagement
• Monitor customer health through regular check-ins, data analysis, and proactive issue identification
• Drive product adoption and ensure customers realize maximum value from their Accela investment

Why This Role Matters

Enterprise Customer Success Managers at Accela play a critical role in our company's growth and customer satisfaction. You will work with some of the most important government agencies across the country, helping them transform their operations and better serve their constituents. Your strategic guidance, relationship-building skills, and ability to identify and realize customer value will directly impact both customer retention and expansion opportunities.

About Accela

Accela is a leading provider of cloud-based government software solutions. Our platform empowers government agencies to modernize operations, improve citizen engagement, and deliver services more efficiently. If you're passionate about working in the Gov Tech space and helping government agencies succeed, this is an excellent opportunity to make a real impact.

💰 Compensation not publicly listed. Market estimate for similar roles: from $70K–$110K USD annually, varying by experience and location.