Technical Customer Success Manager


City Innovate, Inc.

October 17, 2022

Job Description

About City Innovate:

City Innovate is a San-Francisco based organization that provides a suite of enterprise-class products for contract writing and agile procurement. Our mission is to make the government a force for social good. We are structured as a public-benefit corporation to ensure we keep our focus not just on revenues, but also the needs of people served by the government. Governments tell us that procurement is the first step towards innovation and digital transformation, so we enable them to source technology products more strategically. We do this by focusing on people, process, and technology, by providing support and training, streamlining and accelerating the process, and implementing automation and AI/ML. Leading the company are Jay Nath, former Chief Innovation Officer for the City of San Francisco, and Kamran Saddique. In addition to our enterprise software, City Innovate also manages STIR and STIR Labs, which bring startups and academia to bear on pressing community problems. City Innovate has been working with Cities, Counties, States, and Federal agencies since 2013 to change how procurement gets done.


We’re looking for a Technical Customer Success Manager to join our small but fast-growing team and work collaboratively with our Sales, Support and Product teams. Our ideal Technical Customer Success Manager has experience with managing enterprise software, has extreme attention to detail, concisely communicates complex concepts, and is an exceptional collaborator.

What you will be doing:

  • Develop an extensive understanding of City Innovate Products, their features, functions and solutions and interpret how they can be used to solve problems and create solutions for your customers
  • Lead customer success with City Innovate’s suite of products through deploying, configuring, implementing, and managing customer accounts while providing white glove services
  • Drive engagement and establish strong relationships with our clients so you can sell our enterprise product to cities, counties, states, and federal government agencies
  • Stay current with the most recent changes to our product and educate customers on our offerings and updates
  • Consult with client stakeholders to understand their business strategies and goals, as well as their objectives, to align with City Innovate solutions and deliver against the agreed success criteria
  • Lead regular strategic business reviews to communicate progress against agreed success plans, address and mitigate risks and present innovation solutions
  • Proactively identify opportunities and risks then collaborate closely with team members to address all issues to assure fast resolution and high customer satisfaction
  • Support Pre-Sales, Drive Adoption, Increase Utilization, Up-sell and Cross-sell City Innovate Offerings, Manage Customer Health, Drive Renewals.
  • Partner closely with Sales, Support and Training, Product and Engineering teams to help bridge business and technology gaps, helping customers realize the art of the possible with cutting-edge procurement solutions
  • Working with CIOs, deputy CIOs, Agency Leaders, and Procurement Officials inside the government.


  • Have relevant 3-5 years’ experience in a high-touch Customer Success / Strategic Consulting role (Sales or Customer Success with a Technical background is ideal)
  • Have a strong sense of ownership with a bias for action and willingness to roll-up your sleeves
  • Display a passion for customer success and problem-solving with a desire to go deep and become familiar with the customer’s technical and business environment then take those ideas and run with them.
  • Have a high EQ who others would describe as the best collaborator and go-to person on your team.
  • Value self-management, execution (over perfection), speed, and personal reliability.
  • Possess a deep knowledge of Customer Success KPIs, flows, activities, and routines, managing large and complex accounts
  • Have 3+ years of experience managing enterprise SaaS implementation, integration, and/or support projects
  • Demonstrate outstanding Presentation and Communication Skills: Must be able to present to various persona and levels within our customer organizations
  • Have experience and are comfortable working in a startup environment, probably because you’ve worked at one (bonus points if you’ve ever started/run a business before).
  • Continually learn and push yourself to show what you’re capable of.
  • Value the mission of City Innovate. We want people who bring new ideas to the table and care about what they are building.
  • Strive to reimagine and reinvent what’s possible-in your career in an environment where your work has impact and high visibility


  • $100-120K depending on experience
  • Pay 100% of your medical and dental
  • 100% remote
  • $500 remote office setup
  • We are a dynamic, diverse, and inclusive workplace that respects and celebrates people of all backgrounds.

Additional Details

At City Innovate, we believe that the best technology shouldn’t be out of reach for the government. We’re a mission-driven early stage startup with real revenue, focusing on making a difference in government as a force for social good. We’re headquartered in San Francisco, but talent lives around the world, so we have a global team and emphasize flexibility in your location and schedule. We know our people are our most important asset so we offer competitive compensation, including paying 100% of your medical and dental, unlimited vacation days, $500 home office stipend, 100% remote and are committed to work-life balance

We are a dynamic workplace based on respect, where everyone has a voice and participates in decision-making, so we can solve the hard problems.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.