Senior Manager, Customer Success

Business Processing Solutions

7d•$87,000 - $127,000•Remote

About The Position

The Senior Manager, Customer Success is responsible for leading strategic customer relationships and overseeing the successful delivery of services for mid-size to large municipal accounts within the parking and mobility sector. This role serves as a trusted advisor to clients and internal stakeholders, developing account strategies that drive customer satisfaction, retention, operational excellence, and business growth. The Senior Manager leads complex customer initiatives, proactively identifies risks and opportunities, and partners cross-functionally to implement solutions that align customer objectives with company priorities. Success in this role requires strong business acumen, relationship management expertise, and the ability to independently navigate ambiguity while influencing decisions that impact customer outcomes and organizational performance.

Requirements

Demonstrated experience managing complex, multi-year customer relationships and contractual engagements.
Experience leading cross-functional initiatives and influencing stakeholders across multiple organizational levels.
Strong business and financial acumen, including experience supporting contract negotiations, customer retention initiatives, and revenue growth opportunities.
Demonstrated ability to evaluate complex issues, develop strategic recommendations, and independently drive solutions.
Excellent communication, presentation, negotiation, and relationship management skills.
Ability to manage multiple priorities and lead initiatives with minimal direction.
Willingness to travel as needed to support customer relationships and business objectives.
Strong technical aptitude and experience translating business requirements into technology and operational solutions.
Active participation or leadership within industry organizations such as CMPA, IPMI, or related associations.
Established relationships with municipal stakeholders, consultants, and industry partners.
Bachelor's degree in Business Administration, Public Administration, Public Policy, or a related field, or equivalent combination of education and experience.
Seven (7) + years of experience in customer success, account management, relationship management, government contracting, or municipal leadership roles.

Nice To Haves

Experience within municipal parking, transportation, mobility services, or government technology solutions.

Responsibilities

Manage a portfolio of strategic municipal accounts and serve as the primary relationship owner for customer success and service delivery.
Develop and execute customer success strategies that support retention, contract performance, customer satisfaction, and revenue growth objectives.
Lead complex customer initiatives, including implementations, service enhancements, contract renewals, and issue resolution efforts.
Partner with Operations, IT, Finance, Legal, and executive leadership to develop and implement solutions that address customer needs and business priorities.
Identify operational, contractual, and customer relationship risks and proactively develop mitigation and resolution strategies.
Lead executive business reviews and present performance metrics, strategic recommendations, and business updates to customer and company leadership.
Analyze customer trends, program performance, and market conditions to identify opportunities for service improvements and business expansion.
Support contract negotiations, renewals, and amendments, including identifying and pursuing additional services and growth opportunities.
Build and maintain relationships with municipal leaders, elected officials, consultants, and industry stakeholders.
Monitor legislative, regulatory, and industry developments and advise internal and external stakeholders on potential impacts and opportunities.
Lead cross-functional projects and continuous improvement initiatives that enhance customer experience and operational effectiveness.
Provide guidance and mentorship to Customer Success team members and serve as a subject matter resource for complex customer engagements.
Other duties as assigned.