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Senior Customer Success Manager

Populus

Populus

Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Friday, January 20, 2023

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.

Job 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.

About the Job

  • Assist in building a world-class Customer Success organization
  • Identify upsell and expansion opportunities within existing customer accounts
  • Lead renewals and expansions
  • Proactively manage and grow accounts with minimal oversight
  • Build process around customer onboarding, training, upselling and renewing new and existing customers
  • Contribute to a library of knowledge that helps win and retain customers
  • Develop and maintain loyal customer relationships with all cities using the Populus platform
  • 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

  • 5 years of Customer Success experience supporting SaaS technology solutions
  • Proven track record of driving retention and expansions in a quota carrying CS role
  • Strong ability to take initiative and confidently direct senior-level customer interactions
  • Prior experience supporting governments, utilities, or other large enterprises
  • Proven track record of sustaining & growing complex relationships including contract management
  • Excellent written and verbal communication skills
  • Superb interpersonal skills, including the ability to quickly build rapport with both customers and suppliers
  • Experience with Hubspot or and other CRM tools
  • Excited about the Populus mission to provide software solutions to deliver better transportation in cities.

Bonus Points if You Have:

  • Prior experience supporting governments, utilities, or other large enterprises
  • Experience working with city departments of transportation

The base salary range for this full-time role is commensurate with experience + commission + stock options + benefits.

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.

Populus’ salary ranges are determined by role, level, and location. The ranges reflect the minimum and maximum target for new hire salaries for this position across all US locations; however, Populus has an office first philosophy and reserves the higher end of the range for employees that are based in the Bay Area and commuting to the office on a regular basis. Unless stated otherwise, Populus will prioritize hires who are able to work in the San Francisco office three days per week.

Within this range, individual pay is determined by location, job-related skills, experience, and relevant education/training. Only in truly rare circumstances where a candidate has experience or expertise that far exceed the basic requirements for this position would Populus consider paying a base salary rate at the upper end of the range. Your contact at Populus can share more about the specific salary range for your location during the hiring process. Please note that the compensation ranges reflect the base salary only and do not include the value of bonuses, stock options, or benefits.

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