Senior Customer Success Manager

Cyvl, Inc.; San Francisco (CA); Remote; USD 170,000 - 185,000; Full time

Benefits offered by this job

Equity

Health, dental, and vision

401k with match

Generous PTO & Paid Parental leave

Learning stipend

Relocation/Living near Boston bonus

Team events

Job summary

Cyvl, Inc. is seeking a Senior Customer Success Manager to own the full lifecycle for our most strategic accounts, from onboarding through renewal, and drive measurable outcomes with our Infrastructure Intelligence Platform.

You will lead renewals end-to-end, build scalable CS processes, and partner with Product, Marketing, and Data Ops to maximize value. Based in Somerville, MA, or remote from San Francisco, CA, you will manage enterprise relationships, track success metrics, and advocate for

Qualifications

• 5+ years in customer success with enterprise or strategic accounts.
• Ownership of full renewal processes including forecasting and negotiation.
• Experience building CS processes in growth environments.
• Proven track record in onboarding, QBRs and renewal cycles.
• Strong data-driven mindset to measure impact and expansion.
• AI-first approach to increase efficiency in customer work.
• Excellent written and verbal communication skills.
• Willingness to travel ~25%.

Responsibilities

• Own a portfolio of enterprise and strategic accounts from onboarding to renewal.
• Define success metrics with key stakeholders and track progress.
• Lead renewals end-to-end and drive expansion opportunities.
• Deliver hands-on training and strategic business reviews.
• Develop CS processes and collaborate with Product, Marketing, and Data Ops.

Skills

Enterprise relationships

Renewals

CS processes

Strategic moments

Data analysis

AI-first approach

Communication

Travel

Job description

About Cyvl

The best infrastructure is invisible. You only notice it when it fails. For decades, the people responsible for our roads, bridges and sidewalks have been asked to manage the physical world with tools that can't see it.

About Cyvl

The best infrastructure is invisible. You only notice it when it fails. For decades, the people responsible for our roads, bridges and sidewalks have been asked to manage the physical world with tools that can't see it.

Cyvl is the Physical AI company changing that. We build purpose-built sensors, computer vision and AI that turn every drive into current data: what exists, where it is and what condition it's in. 500+ cities and towns use our Infrastructure Intelligence Platform to direct the work and fix problems before they fail. 1 in 30 Americans drive on roads managed with Cyvl data.

The proof isn't a dashboard. It's a smoother commute, a safer walk to school and public dollars going where they matter most.

We're a fast-moving team in Boston building hardware, software and AI for the real world. If you believe technology's highest calling is public good, come build with us.

THE ROLE

As our Senior Customer Success Manager, you'll own the full customer lifecycle for our most complex strategic accounts, from onboarding through renewal, and play a direct role in how they achieve measurable outcomes with our platform. You've owned renewals end to end and know what it takes to build the processes and playbooks that help a CS team scale. Here, you're not just following the playbook, you're helping write it. This role is based in Somerville, MA, or remote from San Francisco, CA.

What You'll Do

• Own a portfolio of enterprise and strategic accounts as their trusted advisor through onboarding, adoption, expansion, and renewal.
• Work with key stakeholders to define success metrics, track progress, and show the impact Cyvl delivers against their goals.
• Own renewals from start to finish, from early forecasting and multi-stakeholder alignment through negotiation and close, and grow expansion across your book.
• Deliver hands‑on training, strategic business reviews, and in‑person engagements that deepen relationships and drive advocacy.
• Build and refine CS processes and playbooks, and partner with Product, Marketing, and Data Ops on discovery, case studies, and customer events.

What You Bring

• 5+ years of Customer Success experience, including owning complex enterprise or strategic customer relationships
• Ownership of the full renewal process, including forecasting, negotiation, and close
• Experience building CS processes and playbooks in an early‑stage or scaling environment
• A track record leading strategic customer moments: onboarding, QBRs, and renewal cycles
• A strong analytical mindset; you use data to spot trends, measure impact, and uncover expansion
• An AI‑first approach; you use AI tools to work more efficiently and maximize high‑impact customer time
• Exceptional communication in writing, on a call, and in the room
• Ability to travel for customer meetings (~25%)

NICE TO HAVE

• Experience with local governments, municipalities, or public sector organizations of varying sizes
• Familiarity with infrastructure, field operations, or GIS‑adjacent technology

WHY CYVL

Hard tech. Real streets. Your name on it.

• Hard problems in the real world. You build end-to-end: our own hardware, software and AI, with work that shows up on the street in the real world.
• Ownership that compounds. You own outcomes, not tasks. You work directly with customers and across our team, and you'll own more, sooner, than almost anywhere else.
• Intense, with heart. We're building a category, so it's not a place to coast. We also take care of each other, have genuine fun together, and believe in what we are doing.

What We Ask

• Cross lanes. "Not my job" doesn't exist here.
• Own without a playbook. The plan is still being written, often by you.
• Try, miss, try again. We make big bets. Some won't land, and we learn fast.
• Be in the room. We're on-site in Somerville about 90% of the time. If you're based in San Francisco, this role is remote, and you'll be with the team in Somerville for the moments that matter like onboarding, kick-offs, and milestones.

We're a startup building a category. If that sounds like the draw, not the risk, we'd love to talk.

Benefits

• Equity. You'll own a piece of what you're building.
• Health, dental, and vision. Cyvl covers most of the premium for you and your family.
• 401k with a real match, vested day one. Your money is yours from the start.
• Generous PTO & Paid Parental leave. Doing hard work well includes stepping away from it.
• Learning stipend. Spend it on whatever makes you sharper.
• Paid to live close. A monthly bonus for living near our Boston office.
• Team events. Time together in Boston with a team you’ll love working with.

OUR VALUES

• Real: Authentic and transparent. Focused on solving real problems with simple, effective solutions.
• All Out: Bold, driven, and committed to delivering results that matter.
• Accelerating: Always learning, growing, and moving with intention.
• Reliable: We follow through and deliver at a consistently high bar.
• Empowering: We lift each other up and help governments build infrastructure they can be proud of.

SEE OUR WORK

• How Atlanta cut downtown potholes by 60%
• How Buffalo turned a campaign promise into a paving plan
• How to rebuild US infrastructure smarter

We build for every community, so we hire from all of them. The best people for this work come from different backgrounds, paths, and places, and many of them don't check every box. If this role excites you, apply anyway. If you need an adjustment to our interview process, tell us and we'll make it work.

Compensation Range: $170K - $185K