Customer Success Manager (Indiana)

vialytics•Indianapolis, IN

10d•$75,000 - $90,000•Remote

About The Position

vialytics is seeking a Customer Success Manager to help modernize infrastructure for thousands of cities. The company uses AI to solve road management challenges, enabling cities and municipalities to identify, manage, and improve road conditions through AI-powered inspections and software workflows. Founded in Germany in 2018, vialytics has expanded rapidly across Europe and recently raised $10M Series A funding to accelerate international growth. The U.S. team is looking for customer-focused, proactive individuals to help cities succeed with transformative technology. This role requires approximately 40% regional travel, primarily driving, to visit customers onsite, and a valid driver's license and access to a vehicle are required.

Requirements

2–5+ years of experience in Customer Success, Account Management, or client-facing SaaS roles
Experience building or improving scalable customer processes within a SaaS environment
Strong relationship-building and communication skills, both written and verbal
Experience collaborating cross-functionally with Product and internal teams
Comfortable managing customer conversations related to renewals, contract extensions, or commercial discussions
Highly organized with strong project management abilities
Empathetic, proactive, and customer-oriented mindset
Excited by fast-paced startup environments and new challenges
Commitment to delivering exceptional customer experiences
Valid driver’s license

Responsibilities

Lead customers through a successful onboarding experience, including kickoff meetings, implementation planning, training, and ongoing support
Serve as the primary point of contact for assigned customer accounts and build strong, long-term relationships
Understand customer goals, challenges, and workflows to proactively support adoption and problem-solving
Partner closely with the Product team by communicating customer feedback and feature requests
Help improve and scale Customer Success processes as the company continues to grow
Identify expansion opportunities within existing accounts, including upsells and contract renewals/extensions
Support creation of customer-facing materials including training resources, webinars, QBR presentations, and informational communications
Track customer communications, onboarding progress, and account activity within our CRM
Contribute to team KPIs including retention, customer satisfaction, NPS, and onboarding success metrics