Senior Customer Success Manager

Customer Success ManagerYou'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 ResponsibilitiesOwn a portfolio of enterprise and strategic accounts as their trusted advisor, leading them through the full lifecycle including onboarding, adoption, expansion, and renewalEngage key stakeholders to define success metrics, track progress, and demonstrate the tangible impact Cyvl is delivering against their goalsOwn the full renewal process from start to finish, from early forecasting and multi-stakeholder alignment through negotiation and closeDeliver hands-on training, strategic business reviews, and in-person engagements to deepen relationships and drive advocacyIdentify and develop expansion opportunities across your book of businessBuild and refine CS processes and playbooks to support the team at scale as our customer base growsPartner cross-functionally with Product, Marketing, and Data Ops on discovery sessions, case studies, and customer eventsQualificationsRequired:5+ years of Customer Success experience, including a proven track record owning complex enterprise or strategic customer relationshipsDemonstrated ownership of the full renewal process from start to finish, including forecasting, negotiation, and closeExperience building CS processes and playbooks in an early-stage or scaling environmentDemonstrated ability to lead strategic customer interactions including onboarding, QBRs, and renewal cyclesStrong analytical mindset; you use data to spot trends, measure impact, and uncover expansion opportunitiesAI-first approach; you actively leverage AI tools to work more efficiently and maximize high-impact customer momentsExceptional communicator, equally effective in writing, on a call, or in the roomAbility to travel for customer meetings (~25%)Nice to Have:Experience working with local governments, municipalities, or public sector organizations of varying sizesFamiliarity with infrastructure, field operations, or GIS-adjacent technologyWhat We OfferComprehensive health, dental, and vision coverage401(k) with immediate vestingGenerous PTO, paid parental leave, and flexible work optionsAnnual professional development stipendTeam events, referral bonuses, and a collaborative, growth-focused cultureOur ValuesAt 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.