Senior Manager, Customer Success

This is a fully remote position, open to applicants in Arizona, +27 more states.

📋 Description

• Oversee a portfolio of key municipal accounts while acting as the primary relationship manager to ensure customer success and service delivery.

• Formulate and implement customer success strategies aimed at enhancing retention, contract performance, customer satisfaction, and revenue growth.

• Guide intricate customer projects, including implementations, service improvements, contract renewals, and problem resolution.

• Collaborate with Operations, IT, Finance, Legal, and senior leadership to develop solutions that meet customer requirements and align with business objectives.

• Recognize operational, contractual, and relationship risks, and create strategies for mitigation and resolution.

• Conduct executive business reviews, presenting performance metrics, strategic insights, and business updates.

• Examine customer trends, program effectiveness, and market dynamics to pinpoint opportunities for service enhancement and business expansion.

• Assist in contract negotiations, renewals, and modifications, including additional services and growth avenues.

• Establish and nurture relationships with municipal leaders, elected officials, consultants, and stakeholders in the industry.

• Stay informed on legislative, regulatory, and industry changes, advising stakeholders on potential impacts and opportunities.

• Lead cross-functional projects and initiatives aimed at continuous improvement to enhance customer experience and operational efficiency.

• Provide mentorship and guidance to Customer Success team members, serving as a subject matter expert.

• Travel as necessary to connect with clients, prospective clients, attend industry events, and take part in internal meetings.

• Execute other responsibilities as assigned.

⛳️ Requirements

• A Bachelor’s degree in Business Administration, Public Administration, Public Policy, or a related discipline, or an equivalent combination of education and experience.

• More than seven (7) years of experience in customer success, account management, relationship management, government contracting, or municipal leadership roles.

• Proven track record of managing complex, multi-year customer relationships and contractual agreements.

• Experience in leading cross-functional initiatives and influencing stakeholders at various organizational levels.

• Strong understanding of business and financial principles.

• Experience in supporting contract negotiations, customer retention strategies, and revenue growth initiatives.

• Ability to assess complex issues, formulate strategic recommendations, and proactively drive solutions.

• Exceptional communication, presentation, negotiation, and relationship management abilities.

• Capable of managing multiple priorities and guiding initiatives with minimal oversight.

• Willingness to travel as required.

• Strong technical skills with the ability to translate business needs into technological and operational solutions.

• Active involvement or leadership in industry organizations such as CMPA, IPMI, or similar associations.

• Established relationships with municipal stakeholders, consultants, and industry partners.

• Experience in municipal parking, transportation, mobility services, or government technology solutions is preferred.

• Must reside in a qualified U.S. state or D.C.

• Must be legally authorized to work in the United States without current or future sponsorship requirements.

🏝️ Benefits

• 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

• Life and AD&D Insurance for Employees/Spouse/Child(ren)

• Critical Illness Insurance

• Accident Insurance

• Dependent Care Flexible Spending Account (DCFSA)

• Professional environment, stability, and opportunities for advancement.

• Performance-based incentives.