Customer Success Manager

Trellint•United States - DC, DC

8d•Remote

About The Position

As a Customer Success Manager at Trellint, you’ll be the trusted partner behind some of the nation’s most innovative city mobility programs—owning customer outcomes from onboarding through renewal and expansion. You’ll build executive‑level relationships, guide cities through complex challenges, and turn data, technology, and strategy into measurable results that drive long‑term retention and growth. This is a remote position based in the US. About Trellint Trellint is a leading provider of smart mobility and curbside management solutions, helping cities and operators optimize parking, enforcement, and curb space utilization through advanced technology and data-driven insights. Our platform integrates software, analytics, and services to deliver measurable improvements in compliance, revenue, and citizen experience. We partner with municipalities to transform urban mobility programs, combining deep industry expertise with innovative tools that enable efficient operations and sustainable growth. Role Purpose Serve as the strategic owner of assigned customer accounts, ensuring strong retention, adoption, and expansion. The CSM partners with city stakeholders and internal delivery teams to drive positive client outcomes and long-term satisfaction.

Requirements

5–8+ years in customer success or account management.
Experience with municipal customers and/or parking/curbside systems preferred.
Skilled in QBR facilitation and success planning.
Adept at identifying growth opportunities tied to customer goals.
Strong communicator with excellent written and verbal skills.
Highly organized, proactive, and detail-oriented.
Ability to collaborate effectively across internal teams.
Strong customer empathy and problem‑solving ability.
Travel required (25% to 50%)

Responsibilities

Lead renewal, expansion, and extension strategies, including influencing and preparing bids for competitive RFPs.
Maintain strong executive relationships at top city agency accounts; run outcome-based quarterly business reviews (QBRs).
Own renewal and retention targets.
Prepare capture plans in advance of customer RFPs to provide best possible chance of retaining customer through competitive rebids.
Identify and execute on expansion opportunities.
Analyze customer goals, workflows, and challenges to design enterprise-level initiatives in partnership with Product that deliver measurable impact
Serve as a trusted advisor to customers, offering guidance and best practices to enhance their productivity, efficiency and program outcomes
Build and maintain structured account plans and customer success plans for each assigned account.
Partner with internal teams including Customer Care, Project Management and Product to deliver high-quality experiences for customers from onboarding through renewal.
Negotiate contract terms and conditions with support from Legal.
Coordinate delivery and daily operational issues with Customer Care, ensuring planned support-hour models are clear and maintained.
Track adoption, usage, and key health indicators and proactively mitigate risk.
Ensure accurate documentation across CRM, account plans, and renewal calendars.
Contribute to the development of success resources, such as knowledge bases, training materials, and customer success stories.
Capture customer insights to inform Product, R&D, and broader Trellint strategy.