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, 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.
What Your Impact Will Look Like
Essential Function
s
Lead,
coach
and develop the ANZ Success team, setting clear expectations for customer outcomes, portfolio discipline, quality,
productivity
and professional growth.
Create an inclusive, accountable team environment that encourages open communication, sound judgement, continuous
learning
and high ethical standards.
Own team performance across product adoption, customer engagement, value realisation, retention, risk management,
well
qualified
growth
opportunities
and 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,
risk
and chance.
Lead the coordinated response for customers at risk, ensuring clear ownership,
timely
recovery plans,
appropriate leadership
visibility




and effective cross functional action.
Manage escalations with professionalism and urgency, balancing customer advocacy, commercial
context
and sustainable outcomes for Granicus.
Maintain
accurate
portfolio, churn and renewal forecasts, and provide clear reporting on customer health, engagement, risk,
retention
and 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 with
Implementation
Services, Support, Product and Marketing to improve onboarding transitions, adoption, issue resolution, customer
c
ommunications
and advocacy.
Use customer insights, usage data and feedback to
identify
trends, improve
playbooks
and inform product direction, service
design
and regional priorities.
Champion consistent use of systems,
processes
and documentation, balancing global standards with ANZ customer needs and public sector practices.
Represent Granicus in customer,
partner
and 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 service
delivery
and customer communication.
Model responsible use by
validating
outputs, protecting customer and company information, and following Granicus privacy,
security
and acceptable use requirements.
K
nowledge/Skills/Abilities
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.
You Will Love This Job If You Have
Experience/Credentials:
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.
Other Job Info
This role is performed primarily in a remote office environment using collaboration, customer
management
and analytics tools.
Flexibility may be
to support customers and colleagues across Australia,
New Zealand
and global time zones.
Travel may be
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.
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 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.
See more of our impact
here
.

📌 Manager - Customer Success (Melbourne)
🏢 Granicus Australia / New Zealand
📍 Melbourne