Senior Customer Success Manager

1 month ago

Toronto, Ontario, Canada Citylitics Full time
About Citylitics

We're a pioneering analytics startup revolutionizing data intelligence in the infrastructure sector. Our mission is to empower solution providers to connect with cities and their infrastructure needs in a faster, more transparent, and efficient way.

Job Description

We're seeking a proactive, analytical, and personable Senior Customer Success Manager to join our rapidly growing team. As a key member of our Customer Success team, you'll be responsible for owning an enterprise portfolio, ensuring customer satisfaction and retention metrics are met and exceeded.

Key Responsibilities
  • Strategic ownership of a customer portfolio over the entire customer lifecycle (post contract execution).
  • Successful creation and ownership of up-to-date account plans to grow strong customer relationships.
  • Customer participation in case studies, testimonials, and references.
  • Influencing Citylitics' strategy and the Product roadmap through the extraction and sharing of customer feedback.
  • Maintenance of a developed in-depth knowledge of your customers' industry, technology, products, and services.
  • Visibility at the customers' executive level to drive awareness of Citylitics' offerings and value.
  • Maintenance of good data hygiene across your portfolio within the Customer Success team's CRM and other relevant tracking systems.
Requirements
  • 5+ years of B2B Customer Success, Account Management or Sales experience.
  • Familiarity with SaaS metrics and platforms.
  • Demonstrated experience in owning and leading the development of strategies on assigned accounts.
  • Proven track record in building executive relationships, developing champions within our customer base, while managing a $2m+ book of business and exceeding gross retention targets.
  • You have led projects end-to-end and have experience working with and leveraging internal resources to get things done.
  • You are an engaging storyteller with the ability to build strong internal and external relationships, rapport, and establish trust through a consultative approach.
  • You are technically savvy and can conduct platform walk-throughs without the support of a Sales Engineer.
  • Eagerness to learn, rampant curiosity, a passion for technology, and for being part of a fast-growing company.
  • A keen attention to detail, and highly organized when it comes to information management, task prioritization, planning, and time management.
  • Strong problem-solving, decision-making, and analytical skills with the ability to think creatively and be resourceful.
  • Experience with executive-level communication, engagement, and presentation skills are essential.
Why Citylitics?
  • Opportunity to work for one of the top 15 innovative analytics startups in Canada.
  • This is a rare opportunity to influence positive change within one of the biggest societal challenges of our generation: sustainable public infrastructure.
  • You get to support a disruptive solution with a compelling value proposition into an industry that is eager to hear from you and in a market with no direct competition.
  • We live at the cross section of infrastructure, scaleup, and data science/AI. There is no other team like us in Toronto.
  • There is no corporate bureaucracy here. You will accomplish more here in a few months than what you would in a few years at a large, entrenched technology company.
  • We believe that Data and AI will play an outsized role in our future, so we equip every team member with access to Generative AI tools and our full Data Universe to enhance their productivity and encourage innovation through experimentation.
  • We are proud to offer every CityZen an internal mentorship program, in-role professional growth, skill-based development & learning, and internal promotion opportunities.
  • We work hard, we play together, we win as a team. We are on a mission to solve infrastructure while savoring the moment and celebrating the little details along the way.

Citylitics is an equal opportunity employer. We are passionate about providing a safe workplace where everyone is accepted and has the opportunity to grow with us. We are committed to making diversity and inclusivity part of our culture.

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