Technical Customer Success Manager (Remote)

City Innovate is a SaaS startup in the GovTech space on a mission to make the government a force for social good. We are strategically structured as a public-benefit corporation to ensure that we keep our focus not just on revenues but also on the needs of the people served by the government. We are passionate about making our customers' lives better and building products that help them deliver better services to the public. Our Founders have also placed a strong emphasis on company culture, promoting a collaborative team environment where entrepreneurship is always celebrated.

At City Innovate, we believe that the best technology shouldn’t be out of reach for the government. We’re a mission-driven early-stage startup with real revenue, focusing on making a difference in government as a force for social good. We’re headquartered in San Francisco, but talent lives around the world, so we have a global team and emphasize flexibility in your location and schedule. We know our people are our most important asset, so we offer competitive compensation, including paying 100% of your medical and dental, unlimited vacation days, $500 home office stipend, 100% remote and are committed to work-life balance

We are a dynamic workplace based on respect, where everyone has a voice and participates in decision-making, so we can solve the hard problems.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Responsibilities:

Customer Success Managers drive customer’s onboarding and continued adoption of new solutions and mature their digital document workflows and processes. CSMs are accountable for customer adoption, measurable outcomes, and embodying customer advocacy. We’re looking for a Customer Success Manager who has experience in the government procurement space, digital transformation, and project management. Our clients are CIOs, deputy CIOs, Agency Leaders, and Procurement Officials inside the government. Many are working on the most compelling problems facing the government today - including how to respond to COVID-19, wildfires, and other natural disasters.

• Own the customer onboarding experience and engagements from kickoff to time-to-value milestones
• Consult and advise client stakeholders on their business strategies and goals
• Develop an extensive understanding of City Innovate solutions and interpret how they can be used to solve customer objectives
• Translate and track customer objectives into measurable KPIs and success criteria
• Partner with customers to define and mature their document process automation strategy, processes and governance
• Establish Centers of Excellence within customer organizations to instill document process automation best practices and strategy development
• Identify upsell and expansion opportunities and partner with Account Managers to qualify
• Lead customer success with City Innovate’s suite of products through deploying, configuring, implementing, and managing customer accounts while providing white glove services.
• Lead strategic customer engagements and business reviews to communicate progress against agreed success plans, address and mitigate risks and present innovation solutions.
• Proactively identify opportunities and risks then collaborate closely with team members to address all issues to assure fast resolution and high customer satisfaction.
• Support Pre-Sales, Drive Adoption, Increase Utilization, Up-sell and Cross-sell City Innovate Offerings, Manage Customer Health, Drive Renewals.

Requirements

• Have relevant 3-5 years' experience in a high-touch Customer Success / Strategic Consulting role (State Procurements/Contracts, and/orCustomer Success with Enterprise SaaS)
• Have a strong sense of ownership with a bias for action and willingness to roll-up your sleeves
• Are customer obsessed with the ability to lead and advise customers on their future state, risks, and tradeoffs
• Strong project management skills to drive engagement and establish strong relationships with our clients
• Demonstrate outstanding Presentation and Communication Skills: Must be able to present to various persona and levels within our customer organizations.
• Extreme attention to detail
• Track record of managing complex engagements, proactively identify risks, and advising on mitigation plans
• Experience in the government contracting or procurement space preferred
• Experience managing a book of business that averages >$100,000 per customer
• Possess a deep knowledge of Customer Success KPIs, flows, activities, and routines, managing large and complex accounts
• Have experience and are comfortable working in a startup environment, probably because you’ve worked at one (bonus points if you’ve ever started/run a business before)
• Continually learn and push yourself to show what you’re capable of
• Value the mission of City Innovate. We want people who bring new ideas to the table and care about what they are building.
• Strive to reimagine and reinvent what's possible-in your career in an environment where your work has impact and high visibility.

Benefits

• $100-120K depending on experience
• Pay 100% of the Employee's medical and dental vision benefits.
• 100% remote
• $500 remote office setup
• We are a dynamic, diverse, and inclusive workplace that respects and celebrates people of all backgrounds.