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SMB Customer Success Manager



Customer Service, Sales & Business Development
United States · Remote
Posted on Saturday, June 1, 2024

SMB Customer Success Manager

  • Customer Success
  • USA Remote
  • Intermediate
  • Full-time


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 fully responsible for providing value at scale to a large portfolio of customers. You will own the relationship with your customers, on both the commercial and service level. You will be our customers’ trusted advisor and main point of contact with Zencity,. You will be fully 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 the main point of contact for our clients, you will also drive the commercial relationship. This is a quota-carrying position and you will be measured on quarterly revenue goals.


  • Provide value at scale to a large portfolio of customers
  • Achieve quarterly goals and metrics as outlined by CS management
  • Engage with customer executives (Mayors, City Managers), champions and other stakeholders
  • Managing a large portfolio of customers, knowing when to prioritize individual outreach versus communication at scale
  • Drive product adoption - monitoring customer usage and report on potential risk
  • Drive renewals and 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.


  • At least 3 years of experience as a customer success manager/account manager/project manager/consultant or similar roles - a must
  • Experience managing a large portfolio and providing value at scale
  • Experience working for a B2B/B2G SaaS company - advantage
  • 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