Senior Customer Success Manager

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.