✦ Luna Orbit — Customer Success & Support

Manager - Experience Partner Mid-Market

at Granicus

📍 Remote, US Remote 💰 $115K – $121K USD / year Posted April 08, 2026
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Position Details

Salary $115K – $121K USD / year
Type Full-Time
Experience lead
Exp. Years 5+ years
Education Bachelor’s degree in Business, Communications, Public Administration, a related field, or relevant experience
Category Customer Success & Support

About this role

Manager - Experience Partners (Mid-Market) leads a distributed team of Experience Partners to ensure high-quality customer outcomes, manage escalations, and drive customer success in a SaaS/public sector context.

Key Responsibilities

  • Lead a small operational team of Experience Partners, ensuring daily tasks are completed efficiently and aligned with broader team objectives
  • Provide coaching, assign work, and support team development and performance tracking
  • Ensure consistent execution of customer success practices and consulting frameworks
  • Monitor team performance across metrics including customer satisfaction, retention, and portfolio growth
  • Support client engagements and assist with escalations to ensure positive outcomes

Technical Overview

Focus on customer success delivery, CRM usage, analytics, and cross-functional collaboration rather than software development.

Ideal Candidate

The ideal candidate is a mid-market customer success leader with 5+ years in customer success and at least 2 years in people leadership, capable of managing government accounts and driving retention in a SaaS environment.

Must-Have Skills

5+ years of experience in customer successconsultingor enterprise account management within a SaaS or technology environment2+ years of experience in people leadershipBachelor’s degree in BusinessCommunicationsPublic Administrationa related fieldor relevant experienceExperience working with state or local government clientsFamiliarity with digital transformation initiatives and enterprise SaaS delivery

Nice-to-Have Skills

Public sector procurement knowledgeGovtech experience

Required Skills

CRM toolsAnalytics platformsPortfolio managementEscalation managementExecutive communicationStakeholder managementCustomer success practicesConsulting frameworks

Hard Skills

CRM toolsAnalytics platformsPortfolio managementEscalation managementExecutive communicationStakeholder managementCustomer success practicesConsulting frameworks

Soft Skills

LeadershipCommunicationCollaborationProblem-solvingStrategic planningMentoringCoaching

Industry & Role

Industry SaaS
Job Function Lead a distributed Experience Partners team to deliver customer success outcomes for mid-market public sector SaaS accounts
Role Subtype Customer Success Manager

Keywords for Your Resume

customer successmid-marketsaasgovernmentpublic sectorcrmanalyticsportfolio managementescalationsstakeholder managementremoteleadershipvendor managementcross-functionalcommunicationdocumentationcustomer engagementsretentionanalytics platformsgovtech

Deal Breakers

No state/local government experience, No 2+ years leadership experience, Lack of SaaS customer success experience

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