Manager - Customer Success in Gold Coast

The Company

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

Job Summary

The Manager, Customer Success leads the ANZ Success team and is accountable for helping customers realise measurable value from Granicus products and services. The role combines people leadership, portfoliooversightand disciplined execution to strengthen adoption, retention, customeradvocacyand sustainable growth across our public sector customer base.

This leader creates clarity and consistency across the customer lifecycle, coaches Customer Success team members tooperateas trusted advisers, and partners closely with Sales,Implementation, Support, Product and Marketing. The role uses customer data, commercial insight and practical knowledge of the ANZ public sector toidentifyrisk early, improve customer outcomes and help the existing customer base become a source of sustained retention,advocacyand growth.

What Your Impact Will Look Like

Essential Functions

• Lead,coachand develop the ANZ Success team, setting clear expectations for customer outcomes, portfolio discipline, quality,productivityand professional growth.
• Create an inclusive, accountable team environment that encourages open communication, sound judgement, continuouslearningand high ethical standards.
• Own team performance across product adoption, customer engagement, value realisation, retention, risk management,wellqualifiedgrowthopportunitiesand completion of agreed customer engagements.
• Guide the team in using clear customer plans, structured reviews and agreed engagement rhythms that connect customer priorities to measurable outcomes.
• Apply agreed guiding principles for customer segmentation and engagement so the level of service is aligned to customer value, complexity,riskand opportunity.
• Lead the coordinated response for customers at risk, ensuring clear ownership,timelyrecovery plans,appropriate leadershipvisibilityand effective cross functional action.
• Manage escalations with professionalism and urgency, balancing customer advocacy, commercialcontextand sustainable outcomes for Granicus.
• Maintainaccurateportfolio, churn and renewal forecasts, and provide clear reporting on customer health, engagement, risk,retentionand growth opportunities.
• Build a strong working partnership between Customer Success and Sales, with shared customer context, coordinated engagement and early identification of qualified growth opportunities recorded in Salesforce.
• Partner withImplementationServices, Support, Product and Marketing to improve onboarding transitions, adoption, issue resolution, customercommunicationsand advocacy.
• Use customer insights, usage data and feedback toidentifytrends, improveplaybooksand inform product direction, servicedesignand regional priorities.
• Champion consistent use of systems,processesand documentation, balancing global standards with ANZ customer needs and public sector practices.
• Represent Granicus in customer,partnerand industry forums, strengthening trusted relationships and the company's reputation across the region.
• Use approved AI enabled tools and automation to improve analysis, preparation, customer prioritisation, consistent servicedeliveryand customer communication. Model responsible use byvalidatingoutputs, protecting customer and company information, and following Granicus privacy,securityand acceptable use requirements.

Knowledge/Skills/Abilities

• Proven people leadership,coachingand performance management capability, with the ability to set direction while enabling individual ownership.
• Strong commercial judgement and understanding of the relationship between customer outcomes, adoption, retention, renewalconfidenceand growth.
• Excellent stakeholder management and communication skills, including confidence with senior customer and internal leaders.
• Ability to interpret customer data, healthsignalsand portfolio trends, turning insight into clear priorities and action.
• Strong problem solving and escalation management skills, with calm judgement in complex or ambiguous situations.
• Working knowledge of SaaS Customer Success practices, customer lifecyclemanagementand scalable engagement models.
• Ability to collaborate across functions and influence outcomes without relying on direct authority.
• High standardsof organisation, follow through, written communication,presentationand data quality.
• Commitment to customer value, public sector impact, diversity of thought and continuous improvement.

You Will Love This Job If You Have

Experience/Credentials:

• Five or more years of increasing responsibility in Customer Success, account management, consulting,SaaSor a comparable customer facing discipline.
• Demonstratedexperience leading,coachingor developing customer facing professionals, through formal people management or substantial team leadership responsibility.
• Experience owning customer retention, adoption, risk,valueor growth outcomes across a portfolio.
• Experience working with public sector, local government, community engagement, digitalexperienceor civic technology customers is highly regarded.
• Experience using Salesforce and Customer Success,analyticsor business intelligence tools to manage priorities and report performance.
• Tertiary qualifications or equivalent practical experience in business, technology, government,communicationsor a related field.

Other Job Info

• This role is performed primarily in a remote office environment using collaboration, customermanagementand analytics tools.
• Flexibility may berequiredto support customers and colleagues across Australia,New Zealandand global time zones.
• Travel may berequiredfor customer meetings, teamsessionsand Granicus commitments.

Security Requirement:

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assetsin accordance withthe company's information security program.

About Us

Don't have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don't meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to bea part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important andsometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employeepopulation

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.