Client Success Manager, Philadelphia

About vialytics

We’ve created an AI-based solution for a decades old problem : municipal road management. Our award-winning product is intuitive, makes our customers’ lives infinitely easier, and has been adopted across multiple countries in Europe.

vialytics was founded in 2018 in Stuttgart, Germany and closed a Series A round of $10m in January 2023.

We recently expanded to the US and are building out our world-class team and operations. This is an amazing opportunity to help bring an award winning product to a brand new market.

If you’re a master at relationship building, are excited by a hands-on and high-impact role, and want to join a collaborative, ambitious, and kind team, we would love to speak with you!

This role requires about 35% travel (mostly driving) to visit clients so a vehicle is required for the role.

The Role in brief :

Our Customer Success Managers are responsible for the customer life cycle from signature to contract extension. They ensure that our communities are successful in every phase of their customer journey.

Our team is focused on customer loyalty, excellence, and building long-term customer relationships.

In this role, you will :

• Act as the primary point person for our customers, building strong and lasting relationships
• Understand our customers needs and challenges and support them in problem solving
• Ensure a positive onboarding experience, including project kick-off, training opportunities, and all project management requirements
• Relay feedback to the product team
• Support the team in further developing efficient, scalable processes
• Proactively recognize sales opportunities within our existing customers and manage upsells and contract extensions
• Support in content creation such as training materials, info mailings, webinars, and QBR decks and hardware procurement processes
• Be responsible for contributing to overall team success goals, NPS scores, and KPIs
• Track processes and client communications in a CRM and Project Management tools (Asana)

Role Requirements

• 3-5+ years of experience in customer success / account management
• Experience setting up scalable processes in a SaaS environment
• Experience collaborating with a product team
• Experience in contract negotiations
• Empathetic, love of people and relationships
• Strong verbal and written communication skills
• Open minded, up for new challenges, and a commitment to excellence
• A valid drivers license and car is required for this role.

Benefits

• Paid time off : vacation days, sick leave and parental leave
• Highly competitive medical, dental, and vision insurance
• Professional Development budget
• 401k plan
• Remote work
• Referral Bonus

Our US team has an office based in New Jersey and predominantly works remote. The salary range for this role is $75,000 - $100,000.

vialytics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.