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Customer Success Manager

Full Time



The customer success manager is responsible for jointly building with a customer a Major Accounts Plan which is a 3-5 year customer roadmap document.  This will include working with the customer’s executive team to build out KPI’s that in their view represents a successful deployment and the goals they expect to attain with long term usage.  Includes bringing industry best practices to bear in this process.  The CSM will also work with sales, services and support to coordinate different aspects of the plan, as well as coordinate customer activities such as customer focused quarterly business review.  A key aspect of the customer plan is the “as is” state of the customers health, (red/yellow/green) with the maintenance of green status or the progression to green.


•    Developing the customer roadmap will drive customer satisfaction, renewal and growth.  


•    Experience (3+ yrs) with some form of regulatory business processes and the KPI’s upon which these processes are judged.   This will be a key aspect of the Customer Success Plan 
•    Understands licensing, service requests, work orders, business licensing, right of way management, asset management and land management
•    Accela Civic Platform administration preferred
•    Experience with Enterprise Software Customer Success Engagement Models 
•    Ability to apply broad Accela product knowledge to uncover additional opportunities for further penetration of an account.
•    Knowledge of Accela's Civic App Solutions which offer   standardization of solutions based upon industry best practices, instead of custom/ad-hoc solution
•    Self-Start/Teach: Specific to Accela product – leverage onboarding tools and trainings.
•    Business Acumen & Technical Acumen: Ability to distinguish between business requirements and technical requirements. He/she should be able to educate others on translation of what the customer “”wants”” vs. what is the right answer based on outcomes.
•    Knowledge of Accela language and terminology preferred
•    Ability to lead meetings and manage large audiences with diverse stakeholders
•    Command of a room, dynamic meeting management with fluctuating audience, read the audience including technical depth in room, read between the lines through discovery and probing to drive definitive outcomes and decisions
•    Account farming skills – being able to identify license and delivery opportunities and partner with the sales organization throughout a deal process
•    Ability to diffuse difficult situations 
•    Strong listening and presentation skills 
•    Ability to influence customer's change management needs in relation to workflow and business processes by bringing industry best practices and other customer examples on how to efficiently streamline workflow 
•    Must have strong presentation skills

For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone.

Accela is an Equal Opportunity Employer/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation.

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