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

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

Requirements

Qualifications

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

Candidate Characteristics

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

Bonus Points For

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

Benefits

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

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.