Customer Success Manager

Customer Success Manager

Location:

New York, NY

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. We work with over 300 cities worldwide – from Los Angeles to Chicago to Austin – and are passionate about leveraging data and technology to solve real‑world challenges and radically improve life in cities.

As a Customer Success Manager you will be the trusted advisor and main point of contact for our customers, managing their lifecycle from onboarding to ongoing engagement. You will partner with an Account Manager to drive adoption, deliver value, and support commercial renewals and upsells. Your success will be measured against quarterly revenue goals and key performance indicators such as adoption, onboarding SLA, and customer satisfaction.

• Ensure adoption and value of Zencity products for a portfolio of small to medium customers.
• Achieve quarterly goals and metrics set by CS management.
• Partner with the Account Manager to support retention and expansion of your book of business.
• Engage with customer executives (Mayors, City Managers), champions, and stakeholders.
• Drive product adoption – monitor usage and report potential risks.
• Support renewals by continuously demonstrating value against customer goals.
• Identify up‑sell and cross‑sell opportunities.
• Become an expert on the Zencity product and communicate feedback to the product team.
• Collaborate cross‑functionally with supporting teams to ensure customer success.
• Maintain comprehensive records and portfolio management using Salesforce, Planhat, Quick Sight, etc.

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

Seniority level:
Mid‑Senior level

Employment type:

Full‑time

Job function:
Other

Industries:
Information Services

EEO Statement:
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, or any other protected status.