What are the responsibilities and job description for the Customer Success Manager position at Zencity?
About Zencity
Zencity is a mission-driven company transforming the work of government through community voices. Our community input and insights platform leverages advanced NLP and machine learning to help local government organizations make data-driven decisions. We work with 400 cities and counties across the US and globally, from Los Angeles to Chicago to Austin. If you are passionate about leveraging data and technology to solve real-world challenges and improve life in communities, your place is with us.
Why This Role Matters
Midmarket accounts are the engine of Zencity’s scale. These are mid-size cities and counties that need a CSM who can balance high-touch relationship management with efficient portfolio execution. You will drive adoption and value across a diverse book of business, partnering with Account Managers to ensure retention and growth.
What You Will Do
Required
What We Are Looking For
While this role is Remote, it is required that this person is based on Pacific Time near a major airport.
Zencity is a mission-driven company transforming the work of government through community voices. Our community input and insights platform leverages advanced NLP and machine learning to help local government organizations make data-driven decisions. We work with 400 cities and counties across the US and globally, from Los Angeles to Chicago to Austin. If you are passionate about leveraging data and technology to solve real-world challenges and improve life in communities, your place is with us.
Why This Role Matters
Midmarket accounts are the engine of Zencity’s scale. These are mid-size cities and counties that need a CSM who can balance high-touch relationship management with efficient portfolio execution. You will drive adoption and value across a diverse book of business, partnering with Account Managers to ensure retention and growth.
What You Will Do
- Help translate tech and data into value and policy: Support the customers in using Zencity to power their work with community voices- help them use the product and data, understand its applicability, and drive change.
- Manage a portfolio of 30-50 midmarket accounts, driving adoption, value realization, and satisfaction across the customer lifecycle.
- Build relationships with key stakeholders: Engage with City Managers, Assistant City Managers, Department Heads, and operational champions to understand their priorities and align Zencity’s value.
- Execute structured success plans: Develop and maintain adoption playbooks for each account, tracking progress against clear milestones (onboarding completion, feature adoption, stakeholder expansion).
- Deliver value through proactive outreach: Conduct regular check-ins, usage reviews, and business reviews. Don’t wait for customers to come to you.
- Partner with Account Managers: Provide adoption insights and customer health data to support renewal conversations and identify upsell/cross-sell opportunities.
- Monitor and act on risk signals: Use health scores, usage data, and engagement patterns to identify at-risk accounts and intervene early.
- Drive product expertise: Become a Zencity product expert and help customers unlock value across the full platform.
- Contribute to CS processes: Help build and refine playbooks, templates, and best practices that scale the midmarket motion.
Required
What We Are Looking For
- 3-5 years in Customer Success, Account Management, or Consulting in a B2B SaaS environment.
- Portfolio management experience: Proven ability to manage 30 accounts simultaneously with structured prioritization.
- Government familiarity: Understanding of how local government operates — budget processes, council dynamics, departmental structures. Direct government experience or GovTech background strongly preferred.
- Strong communication skills: Ability to engage both senior officials (City Managers, Department Heads) and operational staff with equal effectiveness.
- Commercial awareness: You understand how your work drives retention and growth, even if you’re not directly owning commercial conversations.
- Process-oriented: You bring structure to your work — success plans, cadence management, risk tracking.
- Tech-savvy: Comfortable with CS platforms, CRMs (Salesforce), and the ability to translate complex technology into simple value for non-technical audiences.
- GovTech, civic tech, or public sector experience.
- Experience with Planhat, Gainsight, or similar CS platforms.
- Background in public administration, urban planning, or policy.
- Familiarity with data analytics or community engagement tools.
- Familiarity with MEDDIC, value selling, or outcome-based CS frameworks.
- Experience utilizing AI tools to improve delivery.
- 90% gross retention across your midmarket portfolio.
- Onboarding SLA adherence (accounts fully onboarded within target timeline).
- Adoption metrics trending up across your book of business.
- Regular identification of expansion signals passed to Account Management.
- Positive CSAT/NPS from your customer base.
While this role is Remote, it is required that this person is based on Pacific Time near a major airport.