New York

Customer Success Manager (USA Remote)

New York
Customer Services Full-time Intermediate

About The Position

Who are we?

Zencity is 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 Tel Aviv. 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 the relationship with your customers in the west coast time zone, mountain time zone, and Hawaii, on both the commercial and service level. You will be our customers’ trusted advisor and the main point of contact with Zencity. You will be responsible for managing our customers’ lifecycle end-to-end, from the mapping of customers’ key needs and challenges, through the onboarding of users to our product, driving the adoption of Zencity across multiple city stakeholders, and delivering value to customers on a regular basis. As the trusted point of contact for our clients, you will also drive the commercial relationship with our customers, including renewals and upsells. This is a quota-carrying position and you will be measured on quarterly and annual goals.


  • Achieve quarterly and annual goals and metrics as outlined by CS management
  • Develop a trusted advisor relationship with customer executives (Mayors, City Managers), champions, and other stakeholders
  • Develop and maintain a deep understanding of cities’ decision making processes and challenges regarding citizen feedback
  • Drive renewals and identify up-sell and cross-sell opportunities
  • Monitor, measure, and map the customer’s onboarding and status
  • Plan, lead, and execute workshops and training sessions
  • Scope and create specific product goals for clients based on their needs
  • Become an expert on the Zencity product
  • Communicate customer feedback to the product team and product changes to customers


  • At least 3 years of experience as a trusted advisor/consultant such as strategic/business/organizational consultant or similar roles- a must
  • Experience working for a B2B/B2G SaaS company- 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
  • A multi-tasker with strong analytical, negotiation and sales skills
  • Proactive, charismatic, professional, motivated, organized and responsible
  • Excellent interpersonal skills, with the ability to work in a team-oriented, client-focused environment
  • Ambitious, persistent, and goal-oriented
  • Availability to work US West Coast business hours
  • Availability to travel domestically once a quarter
  • BA/BSc degree- an advantage
  • Urban/municipal background in the US - an advantage


Zencity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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