Senior Customer Success Manager

Customer Success Manager

You're a seasoned Customer Success manager who knows how to turn complex, strategic accounts into lasting partnerships and passionate advocates. At Cyvl, you'll own the full customer lifecycle for our most complex strategic accounts, from onboarding through renewal, and play a direct role in shaping how these customers achieve measurable outcomes with our platform. You've owned the renewal process end to end before, and you know what it takes to build the processes and playbooks that help a CS team scale. You thrive in a fast-moving startup environment where you're not just following the playbook, you're helping write it. If you're energized by building something from the ground up and love finding smarter ways to work, this role is for you.

Key Responsibilities

• Own a portfolio of enterprise and strategic accounts as their trusted advisor, leading them through the full lifecycle including onboarding, adoption, expansion, and renewal
• Engage key stakeholders to define success metrics, track progress, and demonstrate the tangible impact Cyvl is delivering against their goals
• Own the full renewal process from start to finish, from early forecasting and multi-stakeholder alignment through negotiation and close
• Deliver hands-on training, strategic business reviews, and in-person engagements to deepen relationships and drive advocacy
• Identify and develop expansion opportunities across your book of business
• Build and refine CS processes and playbooks to support the team at scale as our customer base grows
• Partner cross-functionally with Product, Marketing, and Data Ops on discovery sessions, case studies, and customer events

Qualifications

Required:

• 5+ years of Customer Success experience, including a proven track record owning complex enterprise or strategic customer relationships
• Demonstrated ownership of the full renewal process from start to finish, including forecasting, negotiation, and close
• Experience building CS processes and playbooks in an early-stage or scaling environment
• Demonstrated ability to lead strategic customer interactions including onboarding, QBRs, and renewal cycles
• Strong analytical mindset; you use data to spot trends, measure impact, and uncover expansion opportunities
• AI-first approach; you actively leverage AI tools to work more efficiently and maximize high-impact customer moments
• Exceptional communicator, equally effective in writing, on a call, or in the room
• Ability to travel for customer meetings (~25%)

Nice to Have:

• Experience working with local governments, municipalities, or public sector organizations of varying sizes
• Familiarity with infrastructure, field operations, or GIS-adjacent technology

What We Offer

• Comprehensive health, dental, and vision coverage
• 401(k) with immediate vesting
• Generous PTO, paid parental leave, and flexible work options
• Annual professional development stipend
• Team events, referral bonuses, and a collaborative, growth-focused culture

Our Values

At CYVL, the technology we build directly impacts the roads people drive on, the sidewalks their kids walk to school on, and the infrastructure that keeps communities running. We move fast, we care deeply — about the work, about our customers, and about each other. This is a team where trust isn't a talking point, it's how we operate.

Our values guide how we operate and shape a team that is genuinely RAARE:

Real - authentic, transparent, focused on solving real problems with simple, effective solutions.

All Out - bold, driven, and committed to delivering results that matter.

Accelerating - always learning, growing, and moving with intention.

Reliable - we follow through and deliver at a consistently high bar.

Empowering - we lift each other up and help governments build infrastructure they can be proud of.

At Cyvl, we welcome diversity in all forms. We do not discriminate based on race, color, religion, sex, gender, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic.