Customer Success Manager

Zencity is a mission-driven company transforming the work of government through community voices. They are seeking a Customer Success Manager who will manage a portfolio of midmarket accounts, driving adoption and value while building relationships with key stakeholders in local government.

Responsibilities:

• 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

Requirements:

• 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