Senior Customer Success Manager

About the Role:

• As a Senior Customer Success Manager at Accela, you will own the health and retention of a mid-market government agency book of business within your region.
• You will manage up to 50 accounts, design the segmentation model, and drive gross dollar retention through proactive engagement and risk identification.
• This is a senior individual contributor role that serves as a natural step toward enterprise CSM or Customer Success leadership.

What You Will Do:

• Own account segmentation and deliver high, medium, and low touch engagement models tailored to each account's needs.
• Use Gainsight to monitor health scores, execute playbooks, and intervene before renewals, while building trusted advisor relationships with agency leaders.
• Drive adoption through training, onboarding support, and regional user groups, and leverage AI to scale coverage across your portfolio.

Qualifications:

• 4+ years in SaaS Customer Success or Account Management, including experience managing 25+ accounts with a touch-based segmentation model.
• 2+ years using Gainsight for health scoring and reporting, strong data skills, and excellent communication for executive presentations.
• Experience building customer enablement programs and comfort using AI tools to scale work; Gov Tech experience is a plus.

About Accela:

• Accela is an industry leader in designing and delivering government software to improve efficiency, citizen engagement, and community development.
• The company offers a cloud-based SaaS platform used by agencies of all sizes, with a commitment to diversity, equity, and inclusion.
• Accela provides a generous benefits package including flexible time off, comprehensive medical/dental/vision, 401(k) match, and more.