Customer Success Manager, Public Sector (Atlanta)

4M Analytics is building an AI-powered Subsurface World Model that transforms utility data for construction, government agencies, and utility owners. The Customer Success Manager will manage public sector accounts, drive platform adoption and retention, identify expansion opportunities, resolve escalations, and advocate for customer needs while traveling extensively for in-person engagement.

Responsibilities:

• Build and maintain strong relationships with a dedicated portfolio of public sector customers, owning the full account lifecycle from onboarding through renewal
• Navigate complex public sector org structures — central office, districts, and functional groups like planning, survey, design, and traffic operations — to build multi-threaded relationships and lead change management as agencies move to new ways of working
• Develop and execute data-driven strategies to drive engagement, adoption, and long-term retention, proactively mitigating risk and positioning accounts for growth
• Serve as the primary point of contact for escalations, ensuring swift resolution
• Identify expansion opportunities and partner with Sales, Marketing, and Product to implement roadmap features that align customer needs with where the platform is headed
• Use data, BI tools, and AI to track customer health and usage, and to work more efficiently across account planning and reporting so you can scale a high-touch approach across a growing portfolio
• Advocate for customers internally, shaping product improvements and best practices
• Travel up to 80% for in-person district visits, on-site training, and stakeholder meetings — this is a field-facing role

Requirements:

• 4+ years' experience as a Customer Success Manager
• Experience with state and local governments. You understand how these agencies are structured and how to work across central offices, districts, and specialized units
• Proven track record of driving adoption and pitching growth or roadmap opportunities within key accounts
• AI-First Mindset: Fluent with AI tools, with a track record of using them to work more efficiently as a CSM
• Skilled in BI tools and data analysis, with the ability to derive actionable insights
• Exceptional communicator, able to engage effectively at all levels, including executive stakeholders
• Willing and able to travel up to 80% for in-person customer engagement
• Resourceful and adaptable, with a strong sense of ownership and accountability
• Location: To most closely align with our customer locations, this role is open to candidates in Atlanta, GA or the surrounding areas
• Experience with Departments of Transportation (DOTs), deep knowledge of how they work, and/or connections internally
• Expertise in project and change management frameworks, such as PMP or CM certification
• Consulting experience prior to entering the tech industry