Zencity – Customer Success Manager – Tel Aviv, Israel

Who are we?

Zencity is re-inventing the way governments listen to, understand, and interact with their residents. Our community insights & analytics platform and community survey solution use advanced NLP and ML algorithms to help government organizations be more data-driven. Our global team of urban enthusiasts and data geeks works with 300 cities and counties – from Los Angeles, to Chicago, to Tel Aviv. If you’re passionate about joining a growing and dynamic company focused on leveraging data and tech to work on real-world challenges and radically improve life in cities – your place is with us!

What is the role?

As a Customer Success Manager, you will be fully responsible for providing value at scale to a large portfolio of customers in North America and Israel. You will own the relationship with your customers, on both the commercial and service level. You will be our customers’ trusted advisor and main point of contact with Zencity. You will be fully responsible for managing our customers’ lifecycle end-to-end, from the mapping of customers’ key needs and challenges, through driving the adoption of Zencity across multiple city stakeholders, and delivering value to customers on a regular basis. As the trusted point of contact for our clients, you will also drive the commercial relationship with our customers. This is a quota-carrying position and you will be measured on quarterly and annual goals.

Responsibilities

• Provide value at scale to a large portfolio of customers in 2 segments – North America based customers (lower touch model) and Israel-based customers (higher touch model)
• Achieve quarterly and annual goals and metrics as outlined by CS management
• Engage with customer executives (Mayors, City Managers), champions and other stakeholders
• Managing a large portfolio of customers knowing when to prioritize individual outreach versus communicating at scale
• Product Implementation – Monitor customer usage and report on potential situations on low usage risk
• Drive renewals and identify up-sell and cross-sell opportunities
• Become an expert on the Zencity Enage product
• Communicate customer feedback to the product team and product changes to customers

• At least 2 years of experience as a project manager/CSM/trusted advisor/consultant or similar roles- a must
• Experience working for a B2B/B2G SaaS company- advantage
• Commercial experience – advantage
• Professional level English AND Hebrew – a must
• Strong technical skills, with the ability to simplify complex technical products to audiences with low digital proficiency – a must
• Strong relationship builder
• Excellent interpersonal skills, with the ability to work in a team-oriented, client-focused environment
• Availability to work US business hours (including West Coast)
• BA/BSc degree- a must
• Urban/municipal background in the US – an advantage

Zencity is committed to building a culturally diverse team and strongly encourages applications from female and minority candidates.