Cartegraph Customer Success Manager in Dubuque, Iowa

Cartegraph is in the business of building high-performance government.

Exciting opportunity in the Tri-state area (IA, IL, WI) for a passionate Customer Success Manager.

Willing to consider remote.

YOUR JOB SUMMARY

Customer Success is absolutely vital for High-Performance Government. You will be a highly visible team member responsible for the complete post-implementation success and satisfaction of a portfolio of Cartegraph’s customers. Working alongside regional team members, the Customer Success Manager (CSM) will own the relationship and is responsible to identify and leverage company-wide resources to address customer satisfaction, growth, renewal risk and opportunity in their portfolio. Our CSM’s are expected to possess knowledge, expertise and experience in SaaS business models, account management, customer relationship building, technical and business consulting, root-cause analysis, and high-performance government. Our CSM’s collaborate with the regional sales team to drive increased contract value with existing customers.

We will only be successful if our customers are receiving massive value from our service. As such, the Customer Success Manager will provide customer love, empowerment, value and attention. Because our clients come to us for a total solution, we need that primary point of contact to build relationships and enhance the customer experience.

THE WORK YOU WILL DO

Overall:

  • Be a high-performance individual.

  • Have a passion for changing the way local government does business.

  • Help build a data-driven living lab culture.

  • Contribute to the overall transformation of the Customer Experience with Customer Success at the heart of everything you do.

  • Champion and advocate for a Customer-first culture at Cartegraph.

  • Primarily own and be accountable for ensuring customer success, growth, satisfaction, adoption and retention within your assigned customer portfolio.

  • Create a customer success strategy by developing strong relationships with appropriate C-Suite executives, all key decision makers, and influencers across various city and county departments.

  • Collaborate with Customer Service on reactive issues identified, in progress or resolved in relation to the overall success of the customer strategy.

  • Build a solid base of referenceable customer contacts within your assigned portfolio.

  • Maintain, build, and expand a high-accuracy CRM (Salesforce, Gainsight) by entering, using, and championing data-driven tactics.

Adoption:

  • Assist with accounts through defined implementation and onboarding process.

  • Assist with high-level training as-needed

  • Provide best practice consultation throughout a customer’s journey.

  • Build relationships and become the customer’s trusted partner and advocate inside Cartegraph.

Retention:

  • Be a high-performance individual.

  • Have a passion for changing the way local government does business.

  • Help build a data-driven living lab culture.

  • Contribute to the overall transformation of the Customer Experience with Customer Success at the heart of everything you do.

  • Champion and advocate for a Customer-first culture at Cartegraph.

  • Primarily own and be accountable for ensuring customer success, growth, satisfaction, adoption and retention within your assigned customer portfolio.

  • Create a customer success strategy by developing strong relationships with appropriate C-Suite executives, all key decision makers, and influencers across various city and county departments.

  • Collaborate with Customer Service on reactive issues identified, in progress or resolved in relation to the overall success of the customer strategy.

  • Build a solid base of referenceable customer contacts within your assigned portfolio.

  • Maintain, build, and expand a high-accuracy CRM (Salesforce, Gainsight) by entering, using, and championing data-driven tactics.

Expansion:

  • Coordinate with sales team to ensure growth and expansion of the accounts through up-sell and cross-sale opportunities.

  • Collaborate with customers to build a roadmap that includes expansion of usage, products, or services.

Requirements

WHAT YOU BRING

  • Relevant Bachelor’s degree; preference for computer science, business administration, public administration, or related degrees.

  • A scientific, data-driven, analytical, process-oriented mindset

  • Ability to thrive in a rapidly changing, high-energy, high-expectations environment

  • Strong passion for customers, revenue, and growth

  • Excellent communication, facilitation, and presentation skills

  • Deep understanding of value drivers in recurring revenue business models

  • Knowledge of the following terms and how they’re calculated: ARR, MRR, NPS, LTV, Churn (Net and Gross), Net Renewal Rate, Gross Renewal Rate, and CAC

  • Knowledge of cloud technologies, security and enterprise infrastructure

  • Ability to manage influence through persuasion, negotiation and consensus building

  • Preferred experience in:

  • experience in municipal or county government operations

  • a CSM role

  • Startup or other small business environment

  • Technical Support and/or Professional Software Services

  • Sales and Post-Sales (Sales Engineer) experience

  • Systems: Salesforce, Gainsight, MixPanel, PowerBI, MindTouch, and similar solutions

TRAVEL

Ability to travel 25% or more of the time.

Benefits

We tried to narrow down to just 5 reasons to work here, but it was impossible.

  • Opportunities to apply your skills and experiences with an established industry leader

  • Collaborative work environment

  • Unlimited online training through Udemy

  • Co-workers with a passion for what they do

  • Casual and flexible work environment

  • Competitive pay and benefits

  • 15 days of PTO in just your first year (whoa)

  • Paid parental leave

  • One week sabbatical every five years

  • Paid holidays (plus a couple extra days)

  • 401k plan with generous employer match

  • Social events, coffee and snacks, foosball and more...

Cartegraph provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cartegraph complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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.