Customer Success Manager- Cities

Soofa is the neighborhood news feed that connects a community with screens everyone can see and anyone can use. We're a woman-founded MIT startup with a mission to make cities smart, social, and sustainable.

We are looking for a dedicated and enthusiastic CSM to be the guiding light for all Soofa Sign cities and partners. You are an empathetic team player who isn’t afraid to get your hands dirty as our team grows. The CSM will work closely with the operations team and the customers on implementation, train them on how to use our products, monitor and report on the success of their installation, and develop the customer relationship keying up renewals.

Soofa is committed to building a diverse staff and strongly encourages BIPOC and minority applicants. Remote applicants (U.S.-based only) welcome. Learn more about Soofa's culture here.

Responsibilities

• Measure and report on key customer success metrics
• Review customer complaints and concerns and seek to improve the customer experience
• Highlight valuable customer feedback for our product, sales, and marketing teams
• Onboard clients, maintaining regular communication and building strong relationships
• Take the reigns as the primary post-sale point of contact for all landowner customers
• Use your vision and experience to recommend tools and perfect internal processes
• Grow recurring revenue potential by priming renewals, customer expansions and referrals
• Lead strategic, creative, and technical guidance for customers

Requirements

Qualifications

• Proven track record developing and growing client relationships (metrics-heavy resume)
• 2-3+ years in the account management or customer implementation

Candidate Characteristics

• Excellent communication and presentation skills
• Creative, innovative, big picture thinker
• Strong leadership skills and ability to “walk the walk”
• Very organized with solid project management skills
• Flexible and unafraid of uncertainty

Bonus Points For

• Experience working with municipalities
• Experience at a fast-growing startup

Benefits

• Virtual team events
• Generous healthcare, dental, and parental leave packages
• Dog-friendly office
• Free short- and long-term disability and life insurance
• Unlimited PTO
• Team activities like ski trips, camping, Whiskey Wednesdays, etc.
• Company culture focused on talent development and caring personally
• Best of both worlds: Soofa’s Cambridge HQ is open, safe, and compliant for anyone who wants to use it; or, work from home

Soofa is an Equal Opportunity Employer that does not discriminate on the basis of race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, pregnancy or pregnancy-related condition, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Soofa is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.