Sr. Customer Success Manager

ABOUT THE ROLE:

At Accela, our Senior Customer Success Managers own the health and retention of the mid-market book of government agency customers within a defined region. You will manage a portfolio of up to 50 accounts and build the segmentation model that decides how each one is served, so high, medium, and low touch customers each get the right level of engagement. You will own gross dollar retention (GDR) for the segment and lead the enablement that raises product proficiency across your entire book.

This is where account management becomes segment strategy: rather than serving one account at a time, you will design the coverage model for a whole region and use AI and scaled motions to reach customers well beyond the ones you can visit in person. You will work alongside the Enterprise CSM who covers the region's largest agencies. This is a senior individual contributor role with no direct reports, and a natural step toward the enterprise track or Customer Success leadership.

Accela provides a cloud-based platform of government software that helps agencies of all sizes improve citizen engagement, streamline processes, and do more with less. Our Customer Success approach is built on clear Customer Outcomes, strong adoption, real value realization, and proactive relationship management.

WHAT YOU WILL DO:

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