Customer Success Manager

Description

Who are we?

 Zencity is a mission-driven startup re-inventing the way governments hear from, understand, and engage with their residents. Our community input & insights platform and community survey solution use advanced NLP and ML algorithms to help government organizations make data-driven decisions. Our global team of urban enthusiasts and data geeks works with over 300 cities - from Los Angeles, to Chicago, to Austin. If you’re passionate about joining a growing and dynamic company focused on leveraging data and tech to work on real-world challenges and radically improve life in cities – your place is with us!

What is the role?

As a Customer Success Manager, you will be responsible for providing value to your customers through Zencity products. You will be our customers’ trusted advisor and main point of contact with Zencity, responsible for managing our customers’ lifecycle end-to-end, from the mapping of customers’ key needs and challenges, through driving the adoption of Zencity across multiple city stakeholders, and delivering value to customers on a regular basis. As a CSM you will work in partnership with an Account Manager, with your primary responsibility being driving adoption and value in support of commercial renewals and upsells which are managed by the Account Manager. You will be measured on quarterly revenue goals, alongside leading KPIs such as adoption, onboarding SLA, and satisfaction. 

Responsibilities

• Ensure the adoption and value of Zencity products by your portfolio of small to medium customers.
• Achieve quarterly goals and metrics as outlined by CS management.
• Work in partnership with the Account Manager to support ongoing retention and expansion of your book of business.
• Engage with customer executives (Mayors, City Managers), champions and other stakeholders.
• Drive product adoption - monitoring customer usage and report on potential risk
• Support renewals by pushing continuous value to the customer against their goals 

Identify up-sell and cross-sell opportunities.

• Become an expert on the Zencity product.
• Communicate customer feedback to the product team and product changes to customers.
• Work cross functionally with a wide variety of supporting teams to ensure customers’ success. 
• Maintain rich record keeping and portfolio management utilizing systems such Salesforce, Planhat, QuickSight etc. 

Requirements

• At least 3 years of experience as a customer success manager/account manager/project manager/consultant or similar roles - a must
• Experience working for a B2B/B2G SaaS company - a must
• Government background/expertise - advantage
• Strong digital skills, with the ability to simplify complex technical products to audiences with low digital proficiency
• Ability to establish professional and personal connections with both senior officials and entry-level personnel
• Excellent interpersonal skills, with the ability to work in a team-oriented, client-focused environment
• BA/BSc degree - a must
• The position in Hybrid, you'll attend our NYC offices