DescriptionThe Opportunity:We're seeking a data-driven, action-oriented Customer Success Manager to join our public sector team. You'll drive customer adoption, uncover growth opportunities, and ensure our public sector customers get maximum value from our platform. This is a relationship-driven, on-the-ground role - you'll need to be as comfortable navigating a DOT's org chart as you are running a QBR - working closely with cross-functional teams to shape the future of utility data.
Key Responsibilities:- Build and maintain strong relationships with a dedicated portfolio of public sector customers, owning the full account lifecycle from onboarding through renewal.
- Navigate complex public sector org structures - central office, districts, and functional groups like planning, survey, design, and traffic operations - to build multi-threaded relationships and lead change management as agencies move to new ways of working.
- Develop and execute data-driven strategies to drive engagement, adoption, and long-term retention, proactively mitigating risk and positioning accounts for growth.
- Serve as the primary point of contact for escalations, ensuring swift resolution.
- Identify expansion opportunities and partner with Sales, Marketing, and Product to implement roadmap features that align customer needs with where the platform is headed.
- Use data, BI tools, and AI to track customer health and usage, and to work more efficiently across account planning and reporting so you can scale a high-touch approach across a growing portfolio.
- Advocate for customers internally, shaping product improvements and best practices.
- Travel up to 80% for in-person district visits, on-site training, and stakeholder meetings - this is a field-facing role.
RequirementsRequired Qualifications:- 4+ years' experience as a Customer Success Manager, ideally at a Series A/B startup with lean resources and evolving product-market fit.
- Experience with state and local governments. You understand how these agencies are structured and how to work across central offices, districts, and specialized units.
- Proven track record of driving adoption and pitching growth or roadmap opportunities within key accounts.
- AI-First Mindset: Fluent with AI tools, with a track record of using them to work more efficiently as a CSM.
- Skilled in BI tools and data analysis, with the ability to derive actionable insights.
- Exceptional communicator, able to engage effectively at all levels, including executive stakeholders.
- Willing and able to travel up to 80% for in-person customer engagement.
- Resourceful and adaptable, with a strong sense of ownership and accountability.
Preferred Qualifications:- Experience with Departments of Transportation (DOTs), deep knowledge of how they work, and/or connections internally
- Expertise in project and change management frameworks, such as PMP or CM certification.
- Consulting experience prior to entering the tech industry.
Diverse PerspectiveWe believe that innovation thrives when diverse perspectives come together to solve complex challenges. That's why we actively seek individuals who bring a wide range of life experiences, educational backgrounds, cultural perspectives, and work experiences. We invite you to share how your unique perspective will contribute to our team and help us drive success.
Logistics- Reporting: This role reports directly to our Director of Customer Success, offering significant visibility and strategic alignment within the organization.
- Location: To most closely align with our customer locations, this role is open to candidates in Atlanta, GA or Chicago, IL.
- Travel: Expect 80% travel to engage with our key enterprise accounts and partners on-site.
- Compensation: We offer a competitive package with an expected OTE range of $160,000-$180,000, designed to reward the impact and growth you bring to 4M. Final OTE within this range is determined by factors such as geographic location, relevant experience, and role-specific skills.
