Senior Customer Success Manager

CYVL is a Physical AI company on a mission to bring Infrastructure Intelligence to every city town and community on the planet. We help governments plan build and maintain the physical infrastructure that people depend on every day roads sidewalks bridges utilities and more better than ever before.

We pioneered an end-to-end approach that combines purpose-built hardware computer vision cloud data pipelines and AI to transform raw LiDAR and imagery into a living structured understanding of the built world. Our platform turns what used to take months of manual inspection into actionable intelligence thats easy for any agency to use saving cities time money and resources across hundreds of communities nationwide.

At CYVL were building toward a future where every piece of public infrastructure on Earth is captured understood and continuously monitored so the agencies responsible for it and the residents who rely on it can make better decisions faster. Thats the power of Physical AI applied to the real world.

Were a fast-moving high-growth team based in Boston MA that believes in solving real-world problems with authenticity simplicity and boldness. Every member of our team is empowered to take ownership deliver results and leave a lasting impact on the communities we serve.

Youre a seasoned Customer Success manager who knows how to turn complex strategic accounts into lasting partnerships and passionate advocates. At Cyvl youll own the full customer lifecycle for our most complex strategic accounts from onboarding through renewal and play a direct role in shaping how these customers achieve measurable outcomes with our platform. Youve owned the renewal process end to end before and you know what it takes to build the processes and playbooks that help a CS team scale. You thrive in a fast-moving startup environment where youre not just following the playbook youre helping write it. If youre energized by building something from the ground up and love finding smarter ways to work this role is for you.

• Own a portfolio of enterprise and strategic accounts as their trusted advisor leading them through the full lifecycle including onboarding adoption expansion and renewal

• Engage key stakeholders to define success metrics track progress and demonstrate the tangible impact Cyvl is delivering against their goals

• Own the full renewal process from start to finish from early forecasting and multi-stakeholder alignment through negotiation and close

• Deliver hands-on training strategic business reviews and in-person engagements to deepen relationships and drive advocacy

• Identify and develop expansion opportunities across your book of business

• Build and refine CS processes and playbooks to support the team at scale as our customer base grows

• Partner cross-functionally with Product Marketing and Data Ops on discovery sessions case studies and customer events

• 5 years of Customer Success experience including a proven track record owning complex enterprise or strategic customer relationships

• Demonstrated ownership of the full renewal process from start to finish including forecasting negotiation and close

• Experience building CS processes and playbooks in an early-stage or scaling environment

• Demonstrated ability to lead strategic customer interactions including onboarding QBRs and renewal cycles

• Strong analytical mindset; you use data to spot trends measure impact and uncover expansion opportunities

• AI-first approach; you actively leverage AI tools to work more efficiently and maximize high-impact customer moments

• Exceptional communicator equally effective in writing on a call or in the room

• Ability to travel for customer meetings (25%)

• Experience working with local governments municipalities or public sector organizations of varying sizes

• Familiarity with infrastructure field operations or GIS-adjacent technology

• Comprehensive health dental and vision coverage

• 401(k) with immediate vesting

• Generous PTO paid parental leave and flexible work options

• Annual professional development stipend

• Team events referral bonuses and a collaborative growth-focused culture

At CYVL the technology we build directly impacts the roads people drive on the sidewalks their kids walk to school on and the infrastructure that keeps communities running. We move fast we care deeply about the work about our customers and about each other. This is a team where trust isnt a talking point its how we operate.

Our values guide how we operate and shape a team that is genuinely RAARE:

Real - authentic 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.

Learn about our startup journey

Learn what we are doing

Learn about our customers

Together we stay curious learn quickly and keep raising the bar. If you want to grow make an impact that truly matters and be part of a team thats shaping the future of public infrastructure youll feel right at home at Cyvl.

At Cyvl we welcome diversity in all forms. We do not discriminate based on race color religion sex gender sexual orientation age national origin disability veteran status or any other protected characteristic.

Required Experience:

Senior IC