[Hiring] Customer Success Manager @Zencity

Role Description

Zencity is a mission-driven company transforming the work of government through community voices. Our community input and insights platform leverages advanced NLP and machine learning to help local government organizations make data-driven decisions. We work with 400+ cities and counties across the US and globally, from Los Angeles to Chicago to Austin. If you are passionate about leveraging data and technology to solve real-world challenges and improve life in communities, your place is with us.

What You Will Do

• Help translate tech and data into value and policy:
• Support the customers in using Zencity to power their work with community voices.
• Help them use the product and data, understand its applicability, and drive change.
• Manage a portfolio of 30-50 midmarket accounts, driving adoption, value realization, and satisfaction across the customer lifecycle.
• Build relationships with key stakeholders:
• Engage with City Managers, Assistant City Managers, Department Heads, and operational champions to understand their priorities and align Zencity’s value.
• Execute structured success plans:
• Develop and maintain adoption playbooks for each account, tracking progress against clear milestones (onboarding completion, feature adoption, stakeholder expansion).
• Deliver value through proactive outreach:
• Conduct regular check-ins, usage reviews, and business reviews. Don’t wait for customers to come to you.
• Partner with Account Managers:
• Provide adoption insights and customer health data to support renewal conversations and identify upsell/cross-sell opportunities.
• Monitor and act on risk signals:
• Use health scores, usage data, and engagement patterns to identify at-risk accounts and intervene early.
• Drive product expertise:
• Become a Zencity product expert and help customers unlock value across the full platform.
• Contribute to CS processes:
• Help build and refine playbooks, templates, and best practices that scale the midmarket motion.

Qualifications

• 3-5 years in Customer Success, Account Management, or Consulting in a B2B SaaS environment.
• Portfolio management experience: Proven ability to manage 30+ accounts simultaneously with structured prioritization.
• Government familiarity: Understanding of how local government operates — budget processes, council dynamics, departmental structures. Direct government experience or GovTech background strongly preferred.
• Strong communication skills: Ability to engage both senior officials (City Managers, Department Heads) and operational staff with equal effectiveness.
• Commercial awareness: Understanding how your work drives retention and growth, even if you’re not directly owning commercial conversations.
• Process-oriented: Bringing structure to your work — success plans, cadence management, risk tracking.
• Tech-savvy: Comfortable with CS platforms, CRMs (Salesforce), and the ability to translate complex technology into simple value for non-technical audiences.

Requirements

• GovTech, civic tech, or public sector experience.
• Experience with Planhat, Gainsight, or similar CS platforms.
• Background in public administration, urban planning, or policy.
• Familiarity with data analytics or community engagement tools.
• Familiarity with MEDDIC, value selling, or outcome-based CS frameworks.
• Experience utilizing AI tools to improve delivery.

Benefits

• 90%+ gross retention across your midmarket portfolio.
• Onboarding SLA adherence (accounts fully onboarded within target timeline).
• Adoption metrics trending up across your book of business.
• Regular identification of expansion signals passed to Account Management.
• Positive CSAT/NPS from your customer base.
• This role will require 25% travel.
• While this role is Remote, it is required that this person is based on Pacific Time near a major airport.