Customer Success Manager

Job description

ABOUT US The best infrastructure is invisible. You only notice it when it fails. For decades, the people responsible for our roads, bridges, and sidewalks have been asked to manage the physical world with tools that can't see it. CYVL https://www.cyvl.com/ is the Physical AI company changing that. We help governments build infrastructure faster with hardware, software, and AI — turning street-level capture into living intelligence that 500+ cities and towns across the country use to see what's out there, direct the work, and fix problems before they fail. We believe in a future where infrastructure keeps up with society. Every street, sidewalk, bridge … everywhere. The proof isn't a dashboard. It's a smoother commute, a safer walk to school, public dollars going where they matter most. We're a fast-moving team in Boston building for the real world. If you believe technology's highest calling is public good, come build with us. ABOUT YOU You’re a seasoned Customer Success Manager who knows how to build customer relationships into lasting partnerships and passionate advocates. At Cyvl, you’ll own the full customer lifecycle from onboarding through renewal and play a direct role in shaping how our customers achieve measurable outcomes with our platform. You thrive in a fast-moving startup environment where you’re not just following the playbook, you’re helping write it. If you’re energized by building something from the ground up and love finding smarter ways to work, this role is for you. KEY RESPONSIBILITIES - Lead customers through the full lifecycle including onboarding, adoption, expansion, and renewal while serving as their trusted advisor and primary point of contact - Engage key stakeholders to define success metrics, track progress, and demonstrate the tangible impact Cyvl is delivering against their goals - Deliver hands-on training, strategic business reviews, and some in-person engagements that deepen relationships and drive advocacy - Manage the full renewal cycle and identify expansion opportunities across your book of business - Partner cross-functionally with Product and Marketing on discovery sessions, case studies, and customer events QUALIFICATIONS REQUIRED: - 4+ years of Customer Success experience, with a proven track record managing a large book of business and some high-touch customer relationships - Demonstrated ability to lead strategic customer interactions including onboarding, QBRs, and renewal cycles - Strong analytical mindset; you use data to spot trends, measure impact, and uncover expansion opportunities - Builder mentality; excited to help establish CS processes and playbooks in an early-stage startup environment - AI-first approach; you actively leverage AI tools to work more efficiently and maximize high-impact customer moments - Exceptional communicator, equally effective in writing, on a call, or in the room NICE TO HAVE: - Experience working with local governments, municipalities, or public sector organizations of varying sizes - Familiarity with infrastructure, field operations, or GIS-adjacent technology WHAT WE OFFER - Comprehensive health, dental, and vision coverage - 401(k) with immediate vesting - Generous PTO, paid parental leave, and flexible work options - Annual professional development stipend - Team events, referral bonuses, and a collaborative, growth-focused culture OUR VALUES At CYVL, the technology we build directly impacts the roads people drive on, the sidewalks their kids walk to school on, and the infrastructure that keeps communities running. We move fast, we care deeply — about the work, about our customers, and about each other. This is a team where trust isn't a talking point, it's how we operate. Our values guide how we operate: Real - authentic, transparent, focused on solving real problems with simple, effective solutions. All Out - bold, driven, and committed to delivering results that matter. Accelerating with Intention - always learning, growing, and moving with intention. Reliable - we follow through and deliver at a consistently high bar. Empowering - we lift each other up and help governments build infrastructure they can be proud of. READ MORE ABOUT US Learn about our startup journey https://fortune.com/2025/10/19/meet-gen-z-founder-996-work-ethic-govtech-potholes-cyvl/ Learn what we are doing https://www.theengineer.co.uk/content/opinion/how-to-rebuild-us-infrastructure-smarter-and-stronger Learn about our customers https://www.youtube.com/playlist?list=PLN8D9I84Yoz2kWW5Rgc2rYP7i-6aojp8c Together, we stay curious, learn quickly, and keep raising the bar. If you want to grow, make an impact that truly matters, and be part of a team that’s shaping the future of public infrastructure, you’ll feel right at home at Cyvl. At Cyvl, we welcome diversity in all forms. We do not discriminate based on race, color, religion, sex, gender, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic.