Founding Customer Success Manager

About The Role We are looking for a Founding Customer Success Manager. This role is a unique opportunity to be part of the early Rec team and help define the operations, business strategy, and culture of the organization. You will work closely with best-in-class operations, sales, product, and engineering leaders across the company. You will primarily be responsible for managing everything it takes to make each city partnership a success. This includes developing deep relationships with city partners and acting as their voice internally, providing expert consulting on product solutions to meet customer challenges, and building the processes needed to ensure existing city deployments thrive and grow into upsell opportunities. This is a role for the client operations “athlete”, a voracious learner that wants exposure to all aspects of our B2B SaaS business and is relentlessly resourceful in achieving their goals. You should have experience managing senior clients and be comfortable driving results across long‑term and complex projects. This is a strategic role and we will give you both the freedom and responsibility to become the domain expert trusted to make the right calls. However, this is also a hands‑on early stage role where strategic insight comes from putting in the execution work yourself. What You’ll Do Own the customer relationship and health. You’ll own the customer relationship with cities, serving as a trusted advisor and partner to executive and senior leadership across various functions with the ultimate goal of turning every customer into a net promoter of Rec. Retain and grow customer accounts. You’ll manage relationships with existing partners, and identify ways to strengthen customers’ engagements with Rec through renewals and expansion. Build the customer success processes and playbook. Set the standard for an excellent customer experience and build the playbooks and processes to support this experience for your customers. Synthesize, prioritize, and share learnings cross‑functionally to shape product and business decisions. You’ll work closely with cross‑functional partners, especially product and sales, to distill learnings from your experience with cities, clearly synthesize and prioritize those learnings, and work with internal stakeholders to translate them into targeted improvements. You’ll directly shape the product development and sales targeting processes. What We’re Looking For 6+ years working in Customer Success at a tech company or startup, at a top consulting firm or finance firm, or a combination of both. 2+ years experience managing clients at the enterprise level. Either large corporate or government clients. You have strong client‑services experience. You’re cool under pressure in front of senior client stakeholders and know how to manage key relationships. You are a strong communicator. You can crisply communicate actionable data‑driven insights and pitch tailored solutions to solve customers’ problems. You are a strategic problem solver. You can break down ambiguous problems and apply a first principles approach to solving them. You have exceptional project management skills. You can juggle multiple complex projects in flight and can reprioritize quickly. You have an entrepreneurial spirit and a high degree of drive, energy, and passion for creating and managing world‑class operational processes. You are scrappy and resourceful. When something needs to get done, you always find a way to make it happen. Pay & Benefits Compensation: $130,000 - $170,000 base + meaningful equity (final offer will be based on your background, experience and skillset) Benefits: Flexible PTO, top‑tier health/dental/vision, and a 401(k) plan to support your future. #J-18808-Ljbffr Rec