Teams at Accela

Lead Customer Success operations owning Gainsight and Staircase AI to build health scoring, automation, reporting, and digital engagement programs. Design lifecycle journeys, customer segmentation, and AI-driven customer intelligence to improve adoption, retention, and operational efficiency while partnering with CS, Product, Support, Services, and Revenue teams.

Lead large, complex government enterprise software implementations from planning through completion. Manage budgets, schedules, cross-functional teams, Statements of Work, project health, risks, reporting, customer relationships, executive escalations, and business development support. Ensure projects are delivered on time, within budget, and achieve customer business value while coordinating consultants, architects, operations, product, support, partners, and other stakeholders.

Lead design and development of AI-driven document compliance services using VLMs and LLMs. Build prompt workflows, evaluation pipelines, Python/FastAPI AI services, optimize inference cost and performance, collaborate with product and domain SMEs, and drive architecture, mentoring, and production reliability for scalable AI platform capabilities.