Senior Customer Success Manager
About Us
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 that's easy for any agency to use, saving cities time, money, and resources across hundreds of communities nationwide.
At CYVL, we're 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. That's the power of Physical AI applied to the real world.
We're 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.
About You
You're a seasoned Customer Success manager who knows how to turn complex, strategic accounts into lasting partnerships and passionate advocates. At Cyvl, you'll 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. You've 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 you're not just following the playbook, you're helping write it. If you're energized by building something from the ground up and love finding smarter ways to work, this role is for you.
Key Responsibilities
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
Qualifications
Required:
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%)
Nice to Have:
Experience working with local governments, municipalities, or public sector organizations of varying sizes
Familiarity with infrastructure, field operations, or GIS-adjacent technology
What We Offer
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
Our Values
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 isn't a talking point, it's 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.
Read More About Us
Learn about our startup journey
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 that’s shaping the future of public infrastructure, you’ll 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.