Customer Success Manager

About the role

Trellint is a leading provider of smart mobility and curbside management solutions, helping cities and operators optimize parking, enforcement, and curb space utilization through advanced technology and data-driven insights. Our platform integrates software, analytics, and services to deliver measurable improvements in compliance, revenue, and citizen experience. We partner with municipalities to transform urban mobility programs, combining deep industry expertise with innovative tools that enable efficient operations and sustainable growth.

Responsibilities

• Lead renewal, expansion, and extension strategies, including influencing and preparing bids for competitive RFPs.
• Maintain strong executive relationships at top city agency accounts; run outcome-based quarterly business reviews (QBRs).
• Own renewal and retention targets.
• Prepare capture plans in advance of customer RFPs to provide best possible chance of retaining customer through competitive rebids.
• Identify and execute on expansion opportunities.
• Analyze customer goals, workflows, and challenges to design enterprise-level initiatives in partnership with Product that deliver measurable impact.
• Serve as a trusted advisor to customers, offering guidance and best practices to enhance their productivity, efficiency, and program outcomes.
• Partner with internal teams including Customer Care, Project Management, and Product to deliver high-quality experiences for customers from onboarding through renewal.
• Negotiate contract terms and conditions with support from Legal.
• Coordinate delivery and daily operational issues with Customer Care, ensuring planned support-hour models are clear and maintained.
• Track adoption, usage, and key health indicators and proactively mitigate risk.
• Ensure accurate documentation across CRM, account plans, and renewal calendars.
• Capture customer insights to inform Product, R&D, and broader Trellint strategy.

Requirements

• 5–8+ years in customer success or account management.
• Experience with municipal customers and/or parking/curbside systems preferred.
• Skilled in QBR facilitation and success planning.
• Adept at identifying growth opportunities tied to customer goals.
• Strong communicator with excellent written and verbal skills.
• Highly organized, proactive, and detail-oriented.
• Able to collaborate effectively across internal teams.
• Strong customer empathy and problem-solving ability.
• Travel required (25% to 50%).