Note: The job is a remote job and is open to candidates in USA. Trellint provides smart mobility and curbside management solutions that help cities and operators optimize parking, enforcement, and curb space utilization. The Customer Success Manager will own assigned customer accounts from onboarding through renewal and expansion, building executive relationships, driving adoption and retention, managing renewals and RFP strategies, and partnering with internal teams to deliver measurable customer outcomes.
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 Trellint strategy
Skills
- 5–8+ years in customer success or account management
- 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%)
- 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 Trellint capabilities
- * **Collaborative:** You work fluidly with Customer Care, Marketing, Legal, Product, and Project Management
- Experience with municipal customers and/or parking/curbside systems preferred
Benefits
- Remote position based in the US
Company Overview