Director of Customer Success
About The Position
Cyvl is a Boston-based tech startup revolutionizing how governments map and manage transportation infrastructure. Our enterprise-grade hardware and software solutions leverage 3D mapping sensors to capture LiDAR, imagery, and GPS data, retrofitted to our customers' vehicles. This data is processed through our AI-powered cloud pipelines to generate actionable geospatial insights that save cities time, money, and resources. At Cyvl, our mission is to empower governments to build and maintain public infrastructure they’re proud of by accelerating decision-making through our sensors and Infrastructure Intelligence Platform. We are hiring a Director of Customer Success to own retention, expansion, and post-sale system design. You will build the systems, segmentation, automation, and health scoring engine that transforms Customer Success from reactive support to proactive revenue growth. We’re a fast-moving, high-growth team that believes in solving real-world problems with authenticity, simplicity, and boldness. Every member of our team is empowered to take ownership, deliver results, and leave a lasting impact on the communities we serve. About You This is a builder role. You will lead a lean team of two and design the operating model that allows us to scale from dozens to 200+ accounts without degrading experience. This is a revenue accountability role. You will own Net Revenue Retention, Gross Revenue Retention, expansion pipeline, and renewal forecasting. You will be measured on revenue outcomes, not activity metrics.
Requirements
- 5+ years in Customer Success, Account Management, or Post-Sale Revenue leadership
- Proven track record of driving NRR ≥ 110% in a B2B SaaS or GovTech environment
- Experience building CS functions from scratch or re-architecting for scale; deep comfort with automation, AI tooling, and building systems that reduce manual effort
Nice To Haves
- Experience managing government or public sector customers
- Executive presence: comfortable engaging commissioners, DOT directors, and city managers; strong data orientation with experience in health scoring, segmentation, and revenue forecasting
Responsibilities
- Retention & Revenue Growth: Drive Net Revenue Retention ≥ 120% and Gross Revenue Retention ≥ 95%; build a forecastable expansion pipeline; standardize multi-year enterprise renewals
- Scalable CS Operating Model: Deploy SMB vs. Enterprise segmentation with differentiated engagement motions; build documented CS playbooks; automate ≥ 70% of onboarding and renewal workflows; scale to 200+ accounts without quality loss
- Enterprise Customer Success: Implement Executive Business Review framework with stakeholder mapping; tie success plans to measurable ROI and budget justification; document repeatable motion
- Onboarding & Time to Value: Deliver time to first measurable value in under 60 days with structured onboarding; identify risk signals within the first 90 days
Benefits
- Comprehensive health, dental, and vision coverage
- 401(k) with immediate vesting
- Generous PTO, paid parental leave, and flexible work options
- Annual professional development stipend
- Team events, referral bonuses, and a collaborative, growth-focused culture
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
