Customer Success Manager - North America

Do you want to join us on our mission to shape democracies for the digital age? Are you looking for an international and fast-paced, yet collaborative and inclusive environment to thrive in?

You have come to the right place.

CitizenLab, a global social impact scale-up with its HQ in Brussels, works to make public decision-making more participatory, inclusive, and responsive. The SaaS platform is already being used by 500+ local governments and organisations in over 18 countries, facilitating two-way communication between governments and their residents. Since it was founded in 2015, CitizenLab has given 750,000+ community members a direct voice in local politics, has earned recognition as the 'Best Social Impact Startup in Europe', and was featured in outlets such as The New York Times and Forbes.

CitizenLab is looking for purpose-driven talent to join us on our mission to enable millions of people in cities across the globe to shape the future of their communities.

Customer Success Manager North America at CitizenLab

As our Customer Success Manager North America, you will be in charge of showing all local governments we work with, the way to success. You are an expert in community engagement and/or the public sector, and will transfer that expertise via training, workshops, and other professional services to our customers. 

Your responsibilities will include:

• Own overall relationship with North America clients, which includes: onboarding, increasing adoption, ensuring retention and upselling.
• Transfer public participation expertise in-person (workshops, training), remotely (video calls), and via content (guides, articles) to civil servants.
• Deeply understand our clients' objectives and advise them on participatory process design and organisational development.
• Work closely together with our North America team (Director, Account Executives, and Marketer) to expand our client base by occasionally giving presentations to prospective agencies and facilitating sales.

Requirements

What do we expect from you?

• You are passionate about public governance & citizen engagement.
• You have 2+ years of relevant experience demonstrating project/change management skills, e.g. in Customer Success, Account Management, Management Consulting, Business Development, or another client-facing role.
• You are extremely organized and demonstrate the ability to create structure and processes in ambiguous situations.
• You are analytical, with the ability to translate data into insights and present these in a visually attractive way. You are well-versed with Powerpoint/Keynote.
• You have a results-driven mentality, with a bias for speed and action.
• You are proactive and can demonstrate a sense of initiative.
• You are empathetic and show a positive attitude with a desire to help our customers reach their goals.
• You conduct yourself professionally and can foster positive business relationships with clients.
• You are an exceptional communicator in English, both orally through presentations and in writing.

What are our additional Nice-to-Haves?

• You have community engagement experience and/or certifications (e.g. IAP2)
• You have account management experience
• You bring an existing network in the public sector
• You are based in Central or Eastern time zone

An eagerness to learn, talent, and enthusiasm are more important than ticking all the boxes. If you don’t meet all of the listed requirements but are motivated and excited about the role, we want to hear from you!

What can you expect from us?

• Unlock your full potential and create social impact at scale. Day-to-day, we work with local government leaders across the world to help them connect with their communities.
• Become a key factor in our rapid transition from a startup to a scaleup (50 employees), and our international expansion.
• Work in a fast-paced, collaborative, and supportive environment. We share a participatory culture of autonomy and ownership by everyone, not