Senior Customer Success Manager

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Customer Success Remote (West Coast preferred)

Full-time
· Customer Success & Growth

Shovels is building the Google for local government data: collecting, cleaning, and making useful all of the public government data that isn t actually public. We turn messy building permit and contractor data into game-changing intelligence for the built world. Backed by multi-million-dollar VC funding and trusted by some of the largest Fortune 100 companies in the world, we ve found strong product-market fit and are scaling fast.

Customer Success at Shovels is not a support function; it s a core growth engine. As a Senior Customer Success Manager, you ll manage and grow a portfolio of strategic enterprise accounts while serving as the operational backbone of our Support function, building the systems, processes, and knowledge infrastructure that let Customer Success scale.

You ll be directly responsible for ensuring customers achieve measurable value from Shovels, driving adoption, retention, and expansion within your accounts, while also designing how we deliver high-quality, AI-enabled support s is a high-impact, customer-facing role with real revenue ownership and internal systems leadership.

Own and grow strategic accounts

• Lead onboarding and implementation for new enterprise customers.
• Drive adoption and measurable business outcomes.
• Manage renewals and expansion within your portfolio, in concert with Sales.
• Lead QBRs and strategic account reviews.
• Build executive relationships and act as the trusted advisor and primary point of contact.

Build and scale support operations

• Own and manage the customer support ticket pipeline.
• Build, organize, and maintain a best-in-class knowledge base.
• Improve response quality, SLAs, and customer satisfaction.
• Design scalable processes for handling inbound support as we grow.
• Develop and optimize AI-powered workflows to enhance customer support and internal efficiency.
• Embrace and champion AI tools to build smarter systems across Customer Success.

You are customer-obsessed, commercially minded, and comfortable owning revenue outcomes.

• 4–8+ years in Customer Success, Account Management, or consulting within SaaS or data-driven businesses.
• Experience managing enterprise accounts.
• Demonstrated ownership of renewals and expansion.
• Strong executive communication skills.
• Ability to translate complex data products into clear business value.
• Proactive, structured, and highly accountable work style.
• Comfort operating in a fast-paced startup environment.
• Authorized to work in the U.S. (West Coast preferred).

Customer Success at Shovels is a core revenue driver, directly shaping retention, expansion, and long-term customer value. You ll help shape how we scale Customer Success at an important stage of growth: influencing cross-functional decisions across Sales, Data Insights, and Engineering, and building the systems that support our next phase of expansion.

This is an opportunity to make an outsized impact. You ll work directly with some of the largest enterprises in the world, with a front-row seat into how they leverage Shovels  data to drive real business outcomes. Your work will directly shape your customers  growth and their long-term partnership with Shovels, and play a key role in defining our net revenue retention strategy and how Shovels scales as a company.

Written-first, and not as ideology: engineering is in Europe, business is on the US West Coast, so anything that matters has to survive a 24-hour round trip in writing. Meetings are for decisions, not updates. We treat how we operate as a product, deliberately light and always provisional: we add a ritual only when a gap actually hurts, and change it the moment reality disagrees.

Everyone here commands a team of AI agents, Customer Success included. We built our own harness and use it every day, and more than half the people shipping to it aren t engineers. Radical transparency runs deep: you ll see the financials, join strategic planning, and have a real voice in where the company goes. Fully remote and async-friendly, with meaningful equity, and twice a year we bring everyone together in person to connect, strategize, and celebrate.