Customer Success

📌 Core Information

🔹 Job Title: Customer Success Manager

🔹 Company: Zencity

🔹 Location: United States

🔹 Job Type: Remote

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Fully Remote

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Acting as a trusted advisor and primary point of contact for customers.
• Managing the customer lifecycle from initial engagement to ongoing satisfaction and engagement.
• Driving adoption of Zencity products across various stakeholders in a city.
• Collaborating with Account Managers to support renewals and growth opportunities.

ASSUMPTION: The role requires extensive interaction with municipal leaders, suggesting a need for strong communication skills and an ability to relate complex data insights to diverse audiences.

📋 Key Responsibilities

✅ Drive adoption and value for your portfolio of customers through Zencity products.

✅ Achieve quarterly goals and metrics as outlined by CS management.

✅ Work in partnership with the Account Manager to support ongoing retention and expansion of your book of business.

✅ Engage with customer executives like Mayors and City Managers.

✅ Monitor customer usage and report on potential risks.

✅ Support renewals by continuously providing value to the customer against their goals.

✅ Identify up-sell and cross-sell opportunities.

✅ Become an expert on the Zencity product.

✅ Communicate customer feedback to the product team and convey product changes to customers.

✅ Work cross-functionally with various teams to ensure customer success.

✅ Maintain detailed records and portfolio management using systems such as Salesforce, Planhat, QuickSight, etc.

ASSUMPTION: The emphasis on "driving adoption" suggests a metrics-driven environment where customer engagement and product utilization are critical performance indicators.

🎯 Required Qualifications

Education: BA/BSc degree is a must.

Experience: At least 3 years of experience in customer success, account management, or similar roles, particularly in a B2B/B2G SaaS environment.

Required Skills:

• Strong digital skills and the ability to simplify complex products for audiences with varying digital proficiency.
• Excellent interpersonal skills with the ability to build relationships across different levels of authority.
• Team-oriented and client-focused approach.

Preferred Skills:

• Government background or expertise.
• Experience with data analysis and tools like NLP and ML.

ASSUMPTION: The focus on government services suggests that experience in public administration or civic engagement would be beneficial, though not explicitly required.

💰 Compensation & Benefits

Salary Range: Not specified

Benefits:

• Standard health insurance options.
• Professional development opportunities.
• Work-from-home flexibility.

Working Hours: 40 hours per week with potential flexibility depending on time zones serviced.

ASSUMPTION: Benefits are assumed to reflect typical remote tech roles offering health insurance, possibly with added benefits considering government partners, such as robust communication tools.

📌 Applicant Insights

🔍 Company Context

Industry: Information Services, focused on GovTech and data-driven community engagement.

Company Size: 51-200 employees, offering opportunities for impact within a mid-sized team.

Founded: 2017

Company Description:

• Aims to improve community engagement in government through advanced data analytics.
• Works with over 300 cities, helping them make informed decisions based on resident input.
• Innovates to solve the issue of limited community participation in civic affairs.

Company Specialties:

• GovTech and Civic Engagement.
• Machine Learning and Artificial Intelligence.
• Community Policing and Digital Engagement.

Company Website: http://zencity.io

ASSUMPTION: Zencity's approach to community engagement and governance implies a strong emphasis on innovative technological solutions and social impact.

📊 Role Analysis

Career Level: Mid-level position, suitable for professionals with relevant experience in similar roles.

Reporting Structure: Reports to senior management with collaboration across teams.

Work Arrangement: Fully remote with coordination across various U.S. time zones.

Growth Opportunities:

• Potential to lead larger client portfolios.
• Opportunities to specialize in government relations or product expertise.
• Possibility of advancing to senior management roles within the customer success department.

ASSUMPTION: Given Zencity's rapid expansion efforts, the role promises substantial growth and advancement opportunities for high performers.

🌍 Location & Work Environment

Office Type: Remote-friendly with a focus on flexible, digital collaboration tools.

Office Location(s): Headquarters in Brooklyn, NY with additional locations in Tel Aviv, Israel.

Geographic Context:

• Presence in major urban centers facilitates direct contact with government clients.
• Remote setup allows for diverse team collaboration.
• Flexibility to work from various U.S. locations.

Work Schedule: Typical 9-5 with flexibility based on client needs and time zones.

ASSUMPTION: Remote work settings suggest strong digital communication and collaboration is prioritized, supported by a robust tech stack.

💼 Interview & Application Insights

Typical Process:

• Initial screening call to assess qualifications and fit.
• Technical interview focusing on customer success skills.
• Final interview with senior management or stakeholders.

Key Assessment Areas:

• Customer relationship management skills.
• Ability to drive product adoption and usage.
• Communication and interpersonal skills.

Application Tips:

• Highlight any experience with government or civic tech projects.
• Showcase instances of driving product adoption or client satisfaction.
• Discuss proficiency with digital and analytic tools such as Salesforce.

ATS Keywords: Customer Success, B2B, SaaS, Government, Stakeholder Engagement, Portfolio Management

ASSUMPTION: The competitive nature of this role requires applicants to emphasize metrics of success and innovation in customer management.

🛠️ Tools & Technologies

• Salesforce
• Planhat
• Amazon QuickSight

ASSUMPTION: Familiarity with CRM and data visualization tools is critical, indicating a strong analytical component in effectively managing customer relationships.

👔 Cultural Fit Considerations

Company Values:

• Commitment to innovation in civic engagement.
• Collaboration across global teams and time zones.
• Dedication to data-driven decision-making.

Work Style:

• Flexibility in remote working conditions.
• Proactive and customer-focused communication.
• Continuous improvement through feedback and innovation.

Self-Assessment Questions:

• Can you articulate complex data insights to non-technical audiences?
• Are you comfortable engaging with senior government officials?
• How do you manage multiple client portfolios in a dynamic environment?

ASSUMPTION: Candidates who thrive on building community trust with innovative solutions will align well with Zencity's mission and values.

⚠️ Potential Challenges

• High expectations for performance and customer satisfaction metrics.
• Need to navigate complex government organizational structures.
• Potential for managing demanding workloads with diverse client needs.
• Requirements to stay updated on civic tech trends and tools.

ASSUMPTION: The role's demand for continuous result-driven strategies suggests a challenging yet rewarding environment for solution-oriented professionals.

📈 Similar Roles Comparison

• More interaction with government officials compared to traditional customer success roles.
• Increased emphasis on data-driven decision support and insights.
• Potentially greater impact on public policy and community engagement outcomes.

ASSUMPTION: Jobs similar to this one may not provide the same level of direct impact on community governance and civic innovation.

📝 Sample Projects

• Developing a customer engagement strategy for a major U.S. city.
• Facilitating a citywide survey initiative using Zencity's platform.
• Driving adoption for newly launched features among key stakeholders.

ASSUMPTION: Examples provided reflect the potential diversity and impact of projects managed by a Customer Success Manager at Zencity.

❓ Key Questions to Ask During Interview

• What are the primary KPIs for success in this role?
• How does Zencity support continuous professional development?
• What unique challenges does Zencity face in the realm of civic engagement?
• How does Zencity measure the impact of its tools on community governance?
• What are the prospects for career growth within the organization?

ASSUMPTION: Relevant questions help candidates gauge alignment with Zencity’s mission and expectations for the role.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Zencity career page or job portal.
• Prepare a cover letter highlighting your experience in customer success and government relations.
• Update your resume to reflect relevant experience in SaaS, B2G/B2B environments.
• Be prepared to discuss specific customer success metrics you have achieved in previous roles.
• Demonstrate your familiarity with government structures and public engagement strategies.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.