Senior Customer Success Manager
About The Position
CYVL is a Physical AI company focused on bringing Infrastructure Intelligence to cities and communities. They use a combination of hardware, computer vision, cloud data pipelines, and AI to analyze LiDAR and imagery, transforming it into actionable intelligence for infrastructure planning, building, and maintenance. This role involves owning the full customer lifecycle for strategic accounts, from onboarding to renewal, and contributing to the development of customer success processes and playbooks in a fast-paced startup environment. The ideal candidate will be a seasoned Customer Success Manager adept at building lasting partnerships and driving measurable outcomes for clients.
Requirements
- 5+ years of Customer Success experience, including a proven track record owning complex enterprise or strategic customer relationships
- Demonstrated ownership of the full renewal process from start to finish, including forecasting, negotiation, and close
- Experience building CS processes and playbooks in an early-stage or scaling environment
- Demonstrated ability to lead strategic customer interactions including onboarding, QBRs, and renewal cycles
- Strong analytical mindset; you use data to spot trends, measure impact, and uncover expansion opportunities
- AI-first approach; you actively leverage AI tools to work more efficiently and maximize high-impact customer moments
- Exceptional communicator, equally effective in writing, on a call, or in the room
- Ability to travel for customer meetings (~25%)
Nice To Haves
- Experience working with local governments, municipalities, or public sector organizations of varying sizes
- Familiarity with infrastructure, field operations, or GIS-adjacent technology
Responsibilities
- Own a portfolio of enterprise and strategic accounts as their trusted advisor, leading them through the full lifecycle including onboarding, adoption, expansion, and renewal
- Engage key stakeholders to define success metrics, track progress, and demonstrate the tangible impact Cyvl is delivering against their goals
- Own the full renewal process from start to finish, from early forecasting and multi-stakeholder alignment through negotiation and close
- Deliver hands-on training, strategic business reviews, and in-person engagements to deepen relationships and drive advocacy
- Identify and develop expansion opportunities across your book of business
- Build and refine CS processes and playbooks to support the team at scale as our customer base grows
- Partner cross-functionally with Product, Marketing, and Data Ops on discovery sessions, case studies, and customer events
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
Senior
Education Level
No Education Listed
