Offer summary

Qualifications:

At least 3 years of experience in customer success, account management, project management, or consulting roles., Experience in a B2B/B2G SaaS environment is essential., Strong digital skills to simplify complex technical products for diverse audiences., A BA/BSc degree is required. .

Key responsabilities:

Drive adoption and value for customers using Zencity products.

Achieve quarterly goals and metrics set by customer success management.

Engage with customer executives and stakeholders to support retention and expansion.

Communicate customer feedback to the product team and maintain portfolio management.

Job description

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

Drive adoption and value for your portfolio of customers through Zencity products.
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

Required profile