Customer Success Director

Customer Success Director

United States - Remote

As a Customer Success Director you'll be the trusted partner behind some of the nation's most innovative city mobility programsowning customer outcomes from onboarding through renewal and expansion. You'll build executive-level relationships, guide cities through complex challenges, and turn data, technology, and strategy into measurable results that drive long-term retention and growth. This is a remote position based in the US.

About

Our client is a leading provider of smart mobility and curbside management solutions, helping cities and operators optimize parking, enforcement, and curb space utilization through advanced technology and data-driven insights. Our platform integrates software, analytics, and services to deliver measurable improvements in compliance, revenue, and citizen experience.

We partner with municipalities to transform urban mobility programs, combining deep industry expertise with innovative tools that enable efficient operations and sustainable growth.

Role Purpose

Serve as the strategic owner of assigned customer accounts, ensuring strong retention, adoption, and expansion. The CSM partners with city stakeholders and internal delivery teams to drive positive client outcomes and long-term satisfaction.

Responsibilities

• Lead renewal, expansion, and extension strategies, including influencing and preparing bids for competitive RFPs.
• Maintain strong executive relationships at top city agency accounts; run outcome-based quarterly business reviews (QBRs).
• Own renewal and retention targets.
• Prepare capture plans in advance of customer RFPs to provide best possible chance of retaining customer through competitive rebids.
• Identify and execute on expansion opportunities.
• Analyze customer goals, workflows, and challenges to design enterprise-level initiatives in partnership with Product that deliver measurable impact
• Serve as a trusted advisor to customers, offering guidance and best practices to enhance their productivity, efficiency and program outcomes
• Build and maintain structured account plans and customer success plans for each assigned account.
• Partner with internal teams including Customer Care, Project Management and Product to deliver high-quality experiences for customers from onboarding through renewal.
• Negotiate contract terms and conditions with support from Legal.
• Coordinate delivery and daily operational issues with Customer Care, ensuring planned support-hour models are clear and maintained.
• Track adoption, usage, and key health indicators and proactively mitigate risk.
• Ensure accurate documentation across CRM, account plans, and renewal calendars.
• Contribute to the development of success resources, such as knowledge bases, training materials, and customer success stories.
• Capture customer insights to inform Product, R&D, and broader company strategy.

Skillset Requirements

• 58+ years in customer success or account management.
• Experience with municipal customers and/or parking/curbside systems required
• Skilled in QBR facilitation and success planning.
• Adept at identifying growth opportunities tied to customer goals.
• Strong communicator with excellent written and verbal skills.
• Highly organized, proactive, and detail-oriented.
• Ability to collaborate effectively across internal teams.
• Strong customer empathy and problem-solving ability.
• Travel required (25% to 50%)

About You

You are a connector, problem-solver, and relationship builder who thrives on guiding clients toward clear outcomes. You enjoy organizing complexity into a manageable plan and collaborating across teams to make that plan happen.

You excel because you are:

• Empathetic and customer-centric: You listen deeply and communicate clearly.
• Proactive and organized: You anticipate risks early and make sure details don't fall through the cracks.
• Calm and steady: When issues arise, you keep customers confident and teams aligned.
• Growth-oriented: You naturally spot opportunities that align customer goals with company capabilities.
• Collaborative: You work fluidly with Customer Care, Marketing, Legal, Product, and Project Management.