Granicus

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The Customer Success Consultant – Strategic Accounts drives adoption, value realization, and long-term success for high-value strategic customers. This role involves personalized service, including quarterly Strategic Review meetings, collaborative Success Planning, and tailored support for budget planning. The consultant acts as a trusted advisor, aligning Granicus solutions with client goals to ensure measurable outcomes and foster long-term partnerships with U.S. and/or North American clients.

The CompanyServing the People Who Serve the PeopleGranicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by 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 powering an unmatched Subscriber Network that uses 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 <a href="http://www.granicus.com/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">here</a>.PLEASE NOTE - You must reside in Costa Rica to be considered for this position. Candidates living in other countries cannot be considered at this time.The Customer Success Consultant – Strategic Accounts is a trusted advisor responsible for driving adoption, value realization, and long-term success for a focused portfolio of high-value strategic customers. These customers receive a more personalized and proactive level of service, including quarterly Strategic Review meetings, collaborative Success Planning, and tailored support for budget planning efforts. This role is ideal for professionals with a strong background in customer success, account management, or consulting—particularly those who thrive in high-touch, relationship-driven environments. You will work closely with strategic U.S. and/or North American clients to align Granicus solutions with their evolving goals, ensuring they achieve measurable outcomes and remain long-term partners.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What your impact will look like here</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Strategic Customer Engagement</li><li class="leading-relaxed">Serve as a dedicated strategic advisor to a smaller, high-impact book of business.</li><li class="leading-relaxed">Conduct quarterly Strategic Review meetings with each customer to assess progress, align on goals, and identify new opportunities.</li><li class="leading-relaxed">Develop and maintain shared Success Plans that outline customer objectives, key milestones, and success metrics.</li><li class="leading-relaxed">Provide annual Budget Planning Documents to support customers in securing internal funding and planning for future investments.</li><li class="leading-relaxed">Customer Success Management & Strategy</li><li class="leading-relaxed">Act as the primary point of contact for strategic customers, ensuring a seamless experience across onboarding, adoption, and renewal.</li><li class="leading-relaxed">Collaborate cross-functionally with Sales, Implementation, and Support to resolve issues and deliver value.</li><li class="leading-relaxed">Analyze customer usage data and engagement metrics to inform proactive outreach and strategic recommendations.</li><li class="leading-relaxed">Monitor customer health and implement mitigation strategies to reduce churn risk.</li><li class="leading-relaxed">Growth & Expansion</li><li class="leading-relaxed">Identify and nurture expansion opportunities through consultative conversations and strategic planning.</li><li class="leading-relaxed">Partner with Sales to co-develop account growth strategies and support upsell/cross-sell initiatives.</li><li class="leading-relaxed">Present tailored value propositions to executive stakeholders.</li><li class="leading-relaxed">Ability/experience in ability to assist in RFP response process as well as to present in a finalist capacity to a customer</li><li class="leading-relaxed">Customer Advocacy & Experience</li><li class="leading-relaxed">Champion the voice of the customer internally, advocating for product enhancements and service improvements.</li><li class="leading-relaxed">Contribute to customer reference programs and success story development.</li><li class="leading-relaxed">Stay current on Granicus product updates, industry trends, and best practices in customer success.</li><li class="leading-relaxed">Customer Success Operations</li><li class="leading-relaxed">Maintain accurate and up-to-date records in CRM and customer success platforms.</li><li class="leading-relaxed">Follow standardized processes while contributing to continuous improvement initiatives.</li><li class="leading-relaxed">Track and report on key performance indicators, including engagement, satisfaction, and retention.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">You will love this job if you have</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">3–5+ years of experience in customer success, account management, or consulting, preferably with strategic or enterprise clients.</li><li class="leading-relaxed">Proven ability to manage executive relationships and lead strategic planning conversations.</li><li class="leading-relaxed">Strong analytical skills and comfort with data-driven decision-making.</li><li class="leading-relaxed">Excellent communication, presentation, and interpersonal skills.</li><li class="leading-relaxed">Experience with CRM systems (Salesforce preferred) and customer success tools.</li><li class="leading-relaxed">PERFORMANCE METRICS</li><li class="leading-relaxed">Strategic Review completion rate and quality</li><li class="leading-relaxed">Success Plan adoption and alignment with customer goals</li><li class="leading-relaxed">Customer satisfaction and Net Promoter Score (NPS)</li><li class="leading-relaxed">Retention and renewal rates</li><li class="leading-relaxed">Product adoption and usage growth</li><li class="leading-relaxed">Expansion revenue and opportunity identification</li></ul>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<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">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.</li></ul><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">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.</li></ul>The Team<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.</li></ul>The Culture<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey.</li><li class="leading-relaxed">A few culture highlights include – Employee Resource Groups to encourage diverse voices</li><li class="leading-relaxed">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.</li><li class="leading-relaxed">Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.</li><li class="leading-relaxed">We bring in special guests from time to time to discuss issues that impact our employee population</li></ul>The Impact<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">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 <a href="https://granicus.com/success-stories/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">here</a>.</li></ul>Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.

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Vercel is seeking a Senior Community Engineer to engage directly with customers in the Vercel Community. This role demands a strong technical background and adaptability to various frontend technologies, including Next.js and v0. You will foster a dynamic customer community, facilitate knowledge sharing, and curate solutions. A key responsibility is to elevate customer work by sharing their achievements on the Vercel platform, ensuring valuable insights are captured and scaled.

Vercel’s Frontend Cloud provides the developer experience and infrastructure to&nbsp;build,&nbsp;scale, and&nbsp;secure&nbsp;a faster, more personalized Web. Customers like Under Armour, Nintendo, The Washington Post, and Zapier use Vercel to build dynamic user experiences on the Web.

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<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">About Vercel:</h2>Vercel gives developers the tools and cloud infrastructure to build, scale, and secure a faster, more personalized web. As the team behind v0, Next.js, and AI SDK, Vercel helps customers like Ramp, Supreme, PayPal, and Under Armour build for the AI-native web. Our mission is to enable the world to ship the best products. That starts with creating a place where everyone can do their best work. Whether you're building on our platform, supporting our customers, or shaping our story: You can just ship things.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">About the Role:</h2>Vercel is looking for a Senior Community Engineer who will be responsible for interacting directly with our customers in the Vercel Community.This role requires both a strong technical foundation and a curiosity for a broad range of frontend technologies, reflecting the diverse stack used by Vercel customers. While Next.js experience is highly valuable, the ability to quickly learn and adapt to new frameworks based on customer needs is even more important. You'll also play a key role in supporting v0 adoption, helping developers onboard and troubleshoot as they build with it.You will play a pivotal part in building a dynamic customer community that goes beyond just support. You'll foster best practice knowledge sharing, helping customers at all levels connect, learn, and grow together as Vercel Experts.A major part of your role will be curating and scaling knowledge, ensuring that valuable insights don’t get lost but instead become part of a growing library of solutions, guides, and community-driven discussions.Most importantly, you'll help elevate customers by sharing the “Vercel stage” with them, highlighting their work.If you’re based within a pre-determined commuting distance of one of our offices (SF, NY, London, or Berlin), the role includes in-office anchor days on Monday, Tuesday, and Friday. If you're located beyond that distance, the role is fully remote. For location-specific details, please connect with our recruiting team.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">What You Will Do:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Represent Vercel across our key communities, primarily in our official forums.</li><li class="leading-relaxed">Build relationships with customers because you enjoy helping them to succeed.</li><li class="leading-relaxed">Provide code-level assistance and work with customers to debug issues.</li><li class="leading-relaxed">Use customer feedback to work with Product teams for platform improvements.</li><li class="leading-relaxed">Create examples and patterns for how to achieve various goals using Vercel.</li><li class="leading-relaxed">Learn a wide array of primarily frontend technologies, becoming a true expert.</li><li class="leading-relaxed">Develop a strong level of expertise on both existing and new Vercel platform features.</li><li class="leading-relaxed">Complete engineering tasks to improve the forum infrastructure and customer experience.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">About You:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">You thoroughly enjoy working with customers in public to help them achieve their goals.</li><li class="leading-relaxed">You have the foundational knowledge required to work with a variety of frontend frameworks.</li><li class="leading-relaxed">You enjoy writing and communicating complex ideas as simply as possible.</li><li class="leading-relaxed">You value variety and the ability to dig deep into the unknown on a daily basis.</li><li class="leading-relaxed">You have experience working in public and are a professional but friendly communicator.</li><li class="leading-relaxed">You enjoy working with JavaScript & React and are an open source contributor.</li><li class="leading-relaxed">You possess exceptional public-facing communication skills.</li><li class="leading-relaxed">You enjoy working with a fully remote, globally distributed team.</li><li class="leading-relaxed">2+ years experience in a technical customer-facing or technical documentation role.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Bonus if You:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Have experience with Next.js and deployment on Vercel.</li><li class="leading-relaxed">Have experience with a wide assortment of site generation tools and platforms.</li><li class="leading-relaxed">Have experience supporting backend runtime environments, especially Node.js.</li><li class="leading-relaxed">Have experience with CDNs and a good understanding of caching techniques.</li><li class="leading-relaxed">Have experience with v0.</li><li class="leading-relaxed">Have worked with monorepos and/or custom, complex CI/CD pipelines.</li><li class="leading-relaxed">Have a strong understanding of DNS and can explain this clearly to others.</li><li class="leading-relaxed">Are fluent in another language.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Benefits:</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Competitive compensation package, including equity.</li><li class="leading-relaxed">Inclusive Healthcare Package.</li><li class="leading-relaxed">Learn and Grow - we provide mentorship and send you to events that help you build your network and skills.</li><li class="leading-relaxed">Flexible Time Off.</li><li class="leading-relaxed">We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed.</li></ul>The San Francisco, CA base pay range for this role is $140,000.00 - $180,000.00 Actual salary will be based on job-related skills, experience, and location. Compensation outside of San Francisco may be adjusted based on employee location, and the total package includes benefits and equity-based compensation. Your recruiter can share more details during the hiring process.Vercel is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Vercel encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.

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Let's assess your Programming Patterns! ????- This assessment gives us an idea of your code architecture skills- Companies that evaluate this skillset in interviews: Dirtcube, PTW, Playshifu, etc.

Programming Patterns

Let's assess your OOPs skills! ????- This assessment gives us an idea of your fundamental OOPS concepts and Solid principles skills- Companies that evaluate this skillset in interviews: Hitwicket, GSN Games, Tomo Club, etc.

Object Oriented Programming

Let's assess your Unity Skills ????- This assessment gives us an idea of your Unity fundamentals- Companies you can apply for after taking this assessment: Godspeed games, Salvation Games, nCore Games, etc.