Enterprise Customer Success Manager
About The Position
Zencity is a mission-driven company transforming the work of government through community voices. Our community input and insights platform leverages advanced NLP and machine learning to help local government organizations make data-driven decisions. We work with 400+ cities and counties across the US and globally, from Los Angeles to Chicago to Austin. If you are passionate about leveraging data and technology to solve real-world challenges and improve life in communities, your place is with us. Why This Role Matters Enterprise accounts are the cornerstone of Zencity’s growth and impact. These are large, complex government organizations with multiple stakeholders, departments, and decision-makers. The Enterprise CSM is responsible for driving deep product adoption, building executive-level relationships, and ensuring Zencity becomes an indispensable part of how these organizations operate. You will be a strategic advisor who supports governments in driving resident-driven work.
Requirements
- 5+ years in Customer Success, Account Management, or Strategic Consulting in a B2B SaaS environment.
- Enterprise experience: Proven track record managing complex, multi-stakeholder accounts with $100K+ ARR.
- Government or public sector experience: You understand how government organizations operate — budget cycles, procurement, political dynamics, and decision-making structures. GovTech, civic tech, or direct government experience are strongly preferred.
- Executive presence: Comfortable presenting to C-level government officials (City Managers, Chiefs, Mayors) and facilitating strategic conversations.
- Commercial acumen: You understand the connection between adoption, value delivery, and revenue retention/expansion. Experience supporting renewal and upsell motions.
- Strategic thinking: Ability to build account plans, map stakeholders, and develop multi-quarter adoption strategies.
- Data-driven: Experience using CS platforms (Planhat, Gainsight, or similar), CRM (Salesforce), and data tools to manage portfolios and tell value stories.
Nice To Haves
- Experience in GovTech, civic tech, or public safety technology.
- Familiarity with MEDDIC, value selling, or outcome-based CS frameworks.
- Background in consulting, policy, public administration, or urban planning.
- Experience working with NLP/ML-powered products or data analytics platforms.
- Experience utilizing AI tools to improve delivery.
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.
- Own the post-sale customer lifecycle for a portfolio of Enterprise accounts (large cities, counties, and state agencies), from onboarding through renewal and expansion.
- Drive strategic adoption: Build and execute adoption plans tailored to each customer’s organizational structure, ensuring Zencity is embedded across departments (City Manager’s office, Police, Communications, Planning, etc.).
- Build executive relationships: Engage directly with Mayors, City Managers, County Administrators, Chiefs of Police, and department heads. Serve as a trusted advisor who understands their strategic priorities.
- Deliver measurable value: Proactively identify and communicate ROI through QBRs, impact reports, and strategic business reviews. Translate product usage into outcomes that matter to government leaders.
- Partner with the Enterprise Account Manager: Collaborate closely with the Enterprise AM on renewal strategy, expansion opportunities, and risk mitigation. You drive adoption and value; the AM drives commercial outcomes.
- Mitigate risk proactively: Monitor health scores, adoption metrics, and stakeholder engagement. Identify churn risk early and build save plans.
- Champion the customer internally: Be the voice of the customer within Zencity — influencing product roadmap, escalating issues, and coordinating cross-functional resources.
- Manage complex onboarding: Coordinate multi-department implementations, including stakeholder mapping, training plans, and success criteria.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
