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About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- 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