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Rec is seeking a Customer Success Manager to join its early-stage team and help define operations, business strategy, and culture. You will manage city partnerships end-to-end, developing deep relationships with city partners, driving adoption of AI-powered features, and building processes to ensure deployments thrive and grow into upsell opportunities.
This is a strategic, hands-on role requiring both high-level thinking and execution. You will act as the trusted voice for city partners internally, synthesize learnings from customer interactions to shape product and business decisions, and own the full customer lifecycle from retention through expansion. You'll work closely with operations, sales, product, and engineering leaders across the company.
Key responsibilities include:
- Retaining and growing customer accounts through relationship management, renewals, and expansion opportunities
- Owning the customer relationship with cities as a trusted advisor to executive and senior leadership
- Building customer success processes and playbooks that set the standard for excellent customer experience
- Synthesizing, prioritizing, and sharing learnings cross-functionally to shape product development and sales targeting
- Managing multiple complex projects simultaneously while reprioritizing quickly based on customer needs
This role is ideal for a client-obsessed, resourceful professional who thrives in ambiguity, is relentlessly driven to solve problems, and wants exposure across all aspects of a B2B SaaS business.
REQUIREMENTS:
- 5+ years of Customer Success experience at a tech company/startup, top consulting firm, finance firm, or combination thereof
- Strong client-services experience; comfortable managing relationships with senior stakeholders under pressure
- Excellent communication skills; ability to translate data-driven insights into actionable recommendations
- Strategic problem-solving capability; comfort breaking down ambiguous problems using first-principles thinking
- Exceptional project management skills; ability to juggle multiple complex initiatives and reprioritize quickly
- Entrepreneurial spirit with high drive, energy, and passion for building world-class operational processes
- Scrappy, resourceful mindset; ability to find solutions when obstacles arise
- Available to work onsite in San Francisco office
