Customer Success Manager

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Act as the strategic leader for designated customer accounts, ensuring robust retention, adoption, and growth.

• Spearhead strategies for renewals, expansions, and extensions, which includes influencing and preparing proposals for competitive RFPs.

• Cultivate strong executive relationships at major city agency accounts; conduct outcome-focused quarterly business reviews (QBRs).

• Take ownership of renewal and retention objectives.

• Develop capture plans ahead of customer RFPs to maximize the likelihood of customer retention during competitive rebidding processes.

• Identify and pursue opportunities for expansion.

• Assess customer objectives, workflows, and challenges to design enterprise-level initiatives in collaboration with the Product team that yield measurable results.

• Serve as a trusted advisor to customers, providing insights and best practices to improve their productivity, efficiency, and program outcomes.

• Create and maintain structured account plans and customer success strategies for each assigned account.

• Collaborate with internal teams such as Customer Care, Project Management, and Product to ensure high-quality customer experiences from onboarding through to renewal.

• Negotiate contract terms and conditions with assistance from the Legal team.

• Coordinate daily operational issues and delivery with Customer Care, ensuring that support-hour models are clearly defined and upheld.

• Monitor adoption, usage, and key health metrics while proactively addressing any risks.

• Ensure precise documentation across CRM, account plans, and renewal schedules.

• Gather customer insights to guide Product, R&D, and the broader Trellint strategy.

⛳️ Requirements

• 5–8+ years of experience in customer success or account management.

• Background in working with municipal customers and/or parking/curbside systems is preferred.

• Proficient in facilitating QBRs and developing success plans.

• Skilled at recognizing growth opportunities aligned with customer objectives.

• Excellent communicator with strong written and verbal abilities.

• Highly organized, proactive, and detail-focused.

• Capable of collaborating effectively across various internal teams.

• Strong customer empathy combined with problem-solving skills.

• Willingness to travel (25% to 50%).

🏝️ Benefits

• Comprehensive solutions aimed at making parking accessible, equitable, and free from congestion.

• Access to development resources including knowledge bases, training materials, and customer success stories.