Senior Manager, Customer Success

Senior Manager, Customer Success

Duncan Solutions, LLC, is a full-service transportation management company that focuses on connecting people, technology, and data to make cities more livable and efficient. As a leading provider of parking and tolling management solutions, we support municipal and commercial clients with citation processing, debt collection, DMV registered owner identification, back-office transaction processing, image review, customer service center and customer experience (CX) operations, integrated on-street parking management, and more.

This is a remote position with eligibility in the following states: AZ, CA, CO, CT, DE, FL, GA, IL, IN, IA, KS, LA, MD, MA, MI, MO, MN, NJ, NY, NC, OH, PA, RI, SC, TN, TX, VA, WA, WI, WV, VT, D.C. Candidates must reside in one of the following locations for consideration.

This role will offer $87,000 - $127,000 per year depending on experience and skills. Employees may also be eligible for performance-based incentives and additional benefits as part of our total rewards package.

Position Summary

The Senior Manager, Customer Success is responsible for leading strategic customer relationships and overseeing the successful delivery of services for mid-size to large municipal accounts within the parking and mobility sector. This role serves as a trusted advisor to clients and internal stakeholders, developing account strategies that drive customer satisfaction, retention, operational excellence, and business growth. The Senior Manager leads complex customer initiatives, proactively identifies risks and opportunities, and partners cross-functionally to implement solutions that align customer objectives with company priorities. Success in this role requires strong business acumen, relationship management expertise, and the ability to independently navigate ambiguity while influencing decisions that impact customer outcomes and organizational performance.

Essential Duties and Responsibilities

• Manage a portfolio of strategic municipal accounts and serve as the primary relationship owner for customer success and service delivery.
• Develop and execute customer success strategies that support retention, contract performance, customer satisfaction, and revenue growth objectives.
• Lead complex customer initiatives, including implementations, service enhancements, contract renewals, and issue resolution efforts.
• Partner with Operations, IT, Finance, Legal, and executive leadership to develop and implement solutions that address customer needs and business priorities.
• Identify operational, contractual, and customer relationship risks and proactively develop mitigation and resolution strategies.
• Lead executive business reviews and present performance metrics, strategic recommendations, and business updates to customer and company leadership.
• Analyze customer trends, program performance, and market conditions to identify opportunities for service improvements and business expansion.
• Support contract negotiations, renewals, and amendments, including identifying and pursuing additional services and growth opportunities.
• Build and maintain relationships with municipal leaders, elected officials, consultants, and industry stakeholders.
• Monitor legislative, regulatory, and industry developments and advise internal and external stakeholders on potential impacts and opportunities.
• Lead cross-functional projects and continuous improvement initiatives that enhance customer experience and operational effectiveness.
• Provide guidance and mentorship to Customer Success team members and serve as a subject matter resource for complex customer engagements.
• Other duties as assigned.

What You'll Need to Succeed

• Demonstrated experience managing complex, multi-year customer relationships and contractual engagements.
• Experience leading cross-functional initiatives and influencing stakeholders across multiple organizational levels.
• Strong business and financial acumen, including experience supporting contract negotiations, customer retention initiatives, and revenue growth opportunities.
• Demonstrated ability to evaluate complex issues, develop strategic recommendations, and independently drive solutions.
• Excellent communication, presentation, negotiation, and relationship management skills.
• Ability to manage multiple priorities and lead initiatives with minimal direction.
• Willingness to travel as needed to support customer relationships and business objectives.
• Strong technical aptitude and experience translating business requirements into technology and operational solutions.
• Active participation or leadership within industry organizations such as CMPA, IPMI, or related associations.
• Established relationships with municipal stakeholders, consultants, and industry partners.

Education / Experience / Skills

Required

• Bachelor's degree in Business Administration, Public Administration, Public Policy, or a related field, or equivalent combination of education and experience.
• Seven (7) + years of experience in customer success, account management, relationship management, government contracting, or municipal leadership roles.

Preferred

• Experience within municipal parking, transportation, mobility services, or government technology solutions.

Physical Demands and Working Conditions

• This role is primarily computer-based and may be performed in an office or remote work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Travel is required to engage with clients, prospective clients, attend industry events, and participate in internal meetings as needed.

What We Offer

Duncan Solutions, LLC, offers a professional environment, stability, upward mobility, and a wide breadth of benefits. We offer our full-time regular employees who meet eligibility criteria the following which include:

Medical, Dental, & Vision Insurance

• Medical, Dental, & Vision Insurance
• Healthcare & Dependent Flexible Spending Accounts (FSA)
• Health Savings Account (HSA) with Employer Contribution
• Company Paid Life and AD&D Insurance
• Company Paid Short- & Long-Term Disability
• Employee Assistance Program (EAP)
• 401(k) with Employer Match (Traditional/Roth/Safe Harbor)

Paid Time Off

• 10 Company Holidays
• PTO Accrual
• Sick Time Accrual
• Parental Leave
• Jury Duty
• Military Leave
• Bereavement

Other Voluntary Benefits

• Life and AD&D Insurance for Employees/Spouse/Child(ren)
• Critical Illness
• Accident Insurance
• Dependent Care Flexible Spending Account (DCFSA)

Duncan Solutions, LLC is proud to be an Equal Opportunity Employer. We actively encourage applications from everybody. All qualified job applicants will receive consideration without regard to race, color, religion, creed, national origin, aboriginality, genetic information, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, veteran status, age, political affiliation or any other non-merit characteristic.