Remote Job
Senior Customer Success Manager
Citylitics Inc
- 5000 - 6000 USD per Month
- Full Time
- Posted : one year ago
About Citylitics
Citylitics delivers predictive intelligence on local utility & public
infrastructure markets.
What is Infrastructure? It is the roadways you rely on to safely get to
Grandma's house, it's the potable water that comes out of your kitchen tap that
you wash your family's food with and it's the energy that heats our homes and
powers our digital lifestyles.
Every year, trillions of dollars are spent on all areas of infrastructure to
maintain our quality life and move our economy forward. However, our
infrastructure is no longer equipped to meet the needs of the future. We hear
about infrastructure failures, whether it be bridge collapses, power blackouts,
or water main breaks, every day in the news. Climate change and extreme weather
events are disrupting the basic infrastructure we took for granted for years.
Citylitics is solving the hardest data problems in infrastructure while
building the market & opportunity intelligence platform that enables a
faster, more transparent, and more efficient infrastructure marketplace. We
turn millions of unstructured documents into high value intelligence feeds and
datasets that are available on an intuitive user experience. Our goal is to
enable solution providers to connect with cities and their relevant
infrastructure needs in a faster and more digital way than historic market
channels. As more companies adopt our platform, cities & utilities will be
able to access solutions that deliver on the promise of moving towards a more
resilient, sustainable, and equitable infrastructure future.
Who Are We Looking For?
We are hiring a proactive, analytical, and personable Senior Customer
Success Manager, reporting to the Director of Customer Success, to join our
rapidly growing team. Key responsibilities include ownership of an enterprise
portfolio to ensure that customer satisfaction and retention metrics are met
and exceeded. Responsible for building and maintaining strong relationships at
all levels (user to executive), providing the customer with best practices and
support by understanding each customer’s individual needs while providing high levels
of consultation. The ideal candidate will have experience in Customer Success,
Account Management, or Sales with a track record of success.
This position will be fully remote with optional full access to our Toronto and
Milwaukee offices.
What Will You Accomplish?
- Strategic and masterful
ownership of an enterprise portfolio over the entire customer lifecycle
(post contract execution).
- Successful creation and
ownership of up-to-date account plans in order to grow strong customer
relationships where you have earned the position of trusted advisor.
- Customer participation in
case studies, testimonials, and references.
- Influencing Citylitics’
strategy and the Product roadmap through the extraction and sharing of
customer feedback to relevant internal stakeholders.
- Maintenance of a developed
in-depth knowledge of your customers’ industry, technology, products, and
services.
- Visibility at the customers’
executive level to drive awareness of Citylitics' offerings and value at a
macro level.
- Maintenance of good data
hygiene across your portfolio within the Customer Success team’s CRM and
other relevant tracking systems.
- Other duties as assigned.
Requirements
- 5+ years of B2B Customer
Success, Account Management or Sales experience.
- Familiarity with SaaS
metrics and platforms.
- Demonstrated experience in
owning and leading the development of strategies on assigned accounts in
partnership with appropriate stakeholders.
- Proven track record in
building executive relationships, developing champions within our customer
base, while managing a $3M - $5M book of business with 95%+ renewal rate.
- You have led projects
end-to-end and have experience working with and leveraging internal
resources to get things done
- You are an engaging
storyteller with the ability to build strong internal and external
relationships, rapport and establish trust through a consultative
approach.
- You are technically savvy
and can conduct platform walk-throughs without the support of a Sales
Engineer or Customer Success manager.
- Eagerness to learn, rampant
curiosity, a passion for technology and for being part of a fast-growing
company
- A keen attention to detail,
and highly organized when it comes to information management, task
prioritization, planning and time management.
- Strong problem solving,
decision making and analytical skills with the ability to think creatively
and be resourceful.
- Experience with executive
level communication, engagement, and presentation skills are essential.
- Don't worry, infrastructure
industry knowledge isn't needed. We have in-house subject matter experts
to support our new Cityzens!
Benefits
Why Citylitics?
- Opportunity to work for one
of the top 15 innovative analytics startups in Canada revolutionizing data
intelligence.
- This is a rare opportunity
to influence positive change within one of the biggest societal challenges
of our generation (infrastructure).
- You get to support a
disruptive solution with a compelling value proposition in an industry
that is eager to hear from you and in a market with no direct competition.
- We live at the cross section
of infrastructure, start-up and data science. There is no other team like
us in Toronto.
- There is no corporate
bureaucracy here. You will accomplish more here in a few months than what
you would in a few years at a large, entrenched technology company.
- Perks include company-paid
transportation, health & fitness benefits, a training budget and
work-from-wherever days in addition to your competitive salary and
incentive plan.
- Receive direct exposure to
Artificial Intelligence, Data Science, Tech Entrepreneurship and
Infrastructure Markets from our in-house subject matter experts and
industry titans.
- We work hard. We play hard.
We are on a mission to solve infrastructure. We enjoy happy-hour patios
and social events (though virtually these days)!
Citylitics is an equal opportunity employer. We are passionate about
providing a safe workplace where everyone is accepted and has the opportunity
to grow with us. We are committed to making diversity and inclusivity part of
our culture!
Skills
- Customer Success
- Customer Satisfaction
- Communication
- B2B
- Account Management