[Hiring] Manager - Customer Success @Granicus Australia / New Zealand

Role Description

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, portfolio oversight and disciplined execution to strengthen adoption, retention, customer advocacy and sustainable growth across our public sector customer base.

This leader creates clarity and consistency across the customer lifecycle, coaches Customer Success team members to operate as 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 to identify risk early, improve customer outcomes and help the existing customer base become a source of sustained retention, advocacy and growth.

Qualifications

• 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 to manage priorities and report performance.
• Tertiary qualifications or equivalent practical experience in business, technology, government, communications or a related field.

Requirements

• Proven people leadership, coaching and 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, renewal confidence and growth.
• Excellent stakeholder management and communication skills, including confidence with senior customer and internal leaders.
• Ability to interpret customer data, health signals and 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 lifecycle management and scalable engagement models.
• Ability to collaborate across functions and influence outcomes without relying on 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.

Benefits

• This role is performed primarily in a remote office environment using collaboration, customer management and analytics tools.
• Flexibility may be required to support customers and colleagues across Australia, New Zealand and global time zones.
• Travel may be required for customer meetings, team sessions and Granicus commitments.

Security Requirement

• 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 be a 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 and sometimes 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 employee population.

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.