Customer Success

About the job

CUSTOMER SUCCESS MANAGER

About This Role

We are looking for a Customer Success Manager to join our team. This role is a unique opportunity to be a part of the early Rec team and help define the operations, business strategy, and culture of the organization. You will work closely with best-in-class operations, sales, product, and engineering leaders across the company.

You will primarily be responsible for managing everything it takes to make each city partnership a success. This includes developing deep relationships with city partners and acting as their voice internally, driving adoption of new AI-powered features, and building the processes needed to ensure existing city deployments thrive and grow into upsell opportunities.

This is a role for the client operations “athlete”, a voracious learner that wants exposure to all aspects of our B2B SaaS business and is relentlessly resourceful in achieving their goals. You should be client-obsessed and ready to build solutions to whatever challenge a city is facing. This is a strategic role and we will give you both the freedom and responsibility to become the domain expert trusted to make the right calls. However, this is also a hands-on early stage role where strategic insight comes from putting in the execution work yourself https://www.danhock.co/p/how-to-be-strategic.

Who You Are:

• 5+ years working in Customer Success at a tech company or startup, at a top consulting firm or finance firm, or a combination of both.

• You have strong client-services experience. You’re cool under pressure in front of senior client stakeholders and know how to manage key relationships

• You are a strong communicator. You can crisply communicate actionable data-driven insights and pitch tailored solutions to solve customers’ problems

• You are a strategic problem solver. You can break down ambiguous problems and apply a first principles approach to solving them

• You have exceptional project management skills. You can juggle multiple complex projects in flight and can reprioritize quickly

• You have an entrepreneurial spirit and a high degree of drive, energy, and passion for creating and managing world-class operational processes

• You are scrappy and resourceful. When something needs to get done, you always find a way to make it happen.

• Available to work onsite in our office in San Francisco

You Will Own:

• Retain and grow customer accounts. You’ll manage relationships with existing partners and strengthen customers’ engagements with Rec through renewals and expansion.

• Own the customer relationship. You’ll own the customer relationship with cities, serving as a trusted advisor and partner to executive and senior leadership across various functions.

• Build the customer success processes and playbook. Set the standard for an excellent customer experience and build the playbooks and processes to support this experience for your customers.

• Synthesize, prioritize, and share learnings cross-functionally to shape product and business decisions. You’ll work closely with cross-functional partners, especially product and sales, to distill learnings from your experience with cities, clearly synthesize and prioritize those learnings, and work with internal stakeholders to translate them into targeted improvements. You’ll directly shape the product development and sales targeting processes.

OUR VALUES

• Be Relentless. Move fast. Own it. Ship real value early and often.

• Win Together. Speak up, go beyond the boundaries of your role. That's how we win.

• Take Pride. Treat this like it’s yours—because it is.

PAY & BENEFITS

• Compensation: $120,000–$200,000 base + meaningful equity (final offer will be based on your background, experience and skillset)

• Benefits: Flexible PTO, top-tier health/dental/vision, and a 401(k) plan to support your future.

• Work location: San Francisco — in-office at our FiDi SF office.