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.
- Solid commercial judgement and understanding of the relationship between customer outcomes, adoption, retention, renewalconfidenceand growth.
- Excellent

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