Senior Customer Success Manager

San Francisco, CA /
Customer Success /
Full-time
Company Description

Populus is a mission-driven company that is shaping the future of cities. Our platform empowers cities to manage their streets and curbs — with access to mobility data from shared scooters, cars, and delivery services — to deliver a safer, more sustainable transportation future. Today, we serve over 100 cities around the world on 4 continents, as the trusted digital platform to manage the future of mobility.

Role Overview 

We are onboarding new customers at a rapid pace! You will be a core member of the customer success team that trains and manages our new and existing customer base. In addition to working with customers post-sales, you will bring feedback to our product team to enhance our current current offering and future roadmap. Working closely with the Head of Customer Success, this candidate will implement process and strategy around onboarding, training, upselling and renewing new and existing customers.


Responsibilities

    • Assist in building a world-class Customer Success organization
    • Contribute to a library of knowledge that helps win and retain customers
    • Build process around customer onboarding, training, upselling and renewing new and existing customers
    • Develop and maintain loyal customer relationships with all cities using the Populus platform
    • Identify upsell and expansion opportunities within existing customer accounts
    • Collaborate with the sales team to facilitate renewals and expansions
    • Provide high level of customer service by responding to customer’s needs in a timely manner
    • Help customer effectively execute on their mobility programs' implementation and evaluation

About You

    • 3+ years of Customer Success experience
    • Strong ability to take initiative and confidently direct customer interactions
    • Excited about software solutions to deliver better transportation in cities.
    • Prior experience with governments, utilities, or other large enterprises (transportation experience a plus!)
    • Understanding of the sales process and dynamics
    • Excellent written and verbal communication skills
    • Superb interpersonal skills, including the ability to quickly build rapport with both customers and suppliers

Bonus Points if you have:

    • A master’s degree in transportation or urban planning
    • Experience working with city departments of transportation
    • Technical experience in bicycle planning and street design
    • An extensive network in the transportation ecosystem


Apply Today

Complete the application attaching your resume and an optional cover letter explaining in a few words why you're the right person for this role and why you're excited to help us solve big transportation problems.

If you require any accommodation due to difference or disability, please contact operations@populus.ai with your request.


Notices

Populus is an equal opportunity employer - we are committed to a workplace that is as dynamic, diverse, and passionate as the communities we serve. Populus prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status.