Customer Success Manager

Who Are We?

Have you struggled to reserve that coveted summer camping spot at a state park? Have you wondered why you’re stuck filling out a paper form to renew a permit? What about not being able to reserve your favorite pickleball court from your phone?

Kaizen Labs is redefining government technology and building solutions across parks & recreation, permitting, citizen engagement, and more. We recognize that incumbent software systems are inefficient and sometimes broken. That’s why we believe residents and public servants across America’s 85,000 government agencies deserve access to modern, trusted software that rivals what we use in our daily lives.

Kaizen’s software currently serves ~1.5 million residents across the country and this number will increase to 7 million in the first half of 2025. Some of our partners include the City of Santa Clarita, MetroParks of Butler County, and the Town of Weymouth. Here is a quick video capturing the essence of our work with Pima County, AZ!

Founded in 2022 and based in New York City, we’re backed by Accel and Andreessen Horowitz. Our team of 25 (and growing) is eager to leave a lasting impact on the public services that are so critical to our health, safety, and wellness.

The Role

We are seeking a talented and passionate Customer Success Manager to join Kaizen. As a Customer Success Manager, you’ll play a critical role in driving adoption, satisfaction, and long-term success for our customers — while also helping build the foundation of our customer success function from the ground up.

This role requires a deep understanding of our software offerings, excellent problem-solving skills, and the ability to build strong relationships with clients. The ideal candidate will be adept at translating customer needs into actionable strategies.

Location

This is a hybrid role. You will be expected to join our team in person in New York City for three days a week.

What You’ll Do

• Own and grow long-term customer relationships, serving as a trusted advisor to key stakeholders in parks and recreation departments. Ensure high satisfaction, engagement, and retention by deeply understanding each customer’s goals, challenges, and community mission.

• Lead post-implementation education, including workshops, trainings, and ongoing support to drive platform adoption, operational efficiency, and community impact.

• Monitor customer usage and feedback, proactively identifying ways to improve the user experience and uncover growth opportunities. Partner closely with Product to ensure customer-driven enhancements are prioritized and delivered.

• Act as a strategic liaison across teams, collaborating with Product, Support, and Engineering to ensure a seamless customer journey, from onboarding through long-term success.

• Drive outbound communication efforts, sharing best practices, feature updates, and personalized recommendations to increase engagement and platform utilization.

• Champion the voice of the customer, advocating for their needs across the organization and contributing to a customer-first culture.

• Help shape Kaizen’s customer success function by building internal processes, best practice documentation, and scalable workflows — laying the groundwork for long-term team and customer success.

• Be hands-on and flexible — in a growing team, you may occasionally step into various functions as we scale dedicated support resources.

Who You Are

• You are deeply passionate about customer success and take pride in helping clients achieve their desired outcomes with our platform.

• You excel at building trust and rapport with customers, navigating their challenges with empathy, and delivering clear, effective communication.

• You are proactive and solution-oriented and thrive in finding creative ways to drive customer satisfaction and success.

• You are excited to join a fast-growing team, bringing energy and ideas to help shape both our product and the customer experience.

• You are mission-driven, with a passion for improving civic technology and supporting local governments in delivering better community outcomes.

What You’ll Bring

• 3+ years of experience in customer success, preferably within a tech startup

• Strong problem-solving abilities, with a focus on troubleshooting and resolving issues in a timely and customer-centric manner.

• Expertise in understanding customer pain points and translating them into actionable solutions that drive long-term success and value.

• A customer-first mindset with a proven ability to drive adoption, engagement, and retention.

Benefits & Company Salary Range

• PPO health care plus premium coverage for dental & vision

• Unlimited PTO

• Competitive equity grants

• Employer-sponsored 401k plan

• $90k-125k, based on experience