Customer Success Manager jobs in Oakland, CA

The role

We’re hiring a Senior Technical Project Manager to be a strategic advisor for our product offerings to key customers, ensuring their success and maximizing their value from our solutions. You will support and lead accounts through their entire lifecycle—from onboarding to driving product usage expansion across all applicable teams. Additionally, you’ll be a critical point of contact between revenue teams, product, and our technical teams to drive account expansion and support product development. 

What you’ll do:

• You will support and be the principal point of contact for key accounts. This entails coordinating all aspects of product delivery and ensuring we understand the customer's needs. 
• Develop a deep understanding of our products to train, nurture, and enable customers to use the UrbanFootprint platform and Resilience Insights layers successfully.
• Identify and proactively address any issues that impact product adoption, use, and expansion. This often means either training customers to address new use cases or coordinating internally and externally on how to solve new customer use cases. 
• Coordinate closely with Technical Project Managers, Solutions Analysts, Sales, and Product Managers to understand our implementation methods and continue to improve product delivery mechanisms. 
• With new features or customized work, coordinate product delivery efforts across UrbanFootprint teams, such as Data Science, Customer Success, Product, and Business Development, to meet project timelines and customer needs. 
• Develop strong business relationships with customer leads throughout the contract lifecycle to ensure their business needs are met and they advocate for the company.
• Develop, modify, and contextualize internal reports around customer-specific product usage and potential product advancements. 
• Communicate customer product implementation and usage updates to the larger  UrbanFootprint team and support the Sales and Business Development team as needed to identify expansion opportunities. 

Your background most likely includes:

• 6 years of customer-facing project management experience focused on data-oriented customer deliverables or product delivery. 
• 4 years managing teams.
• 4 years working as an analyst utilizing spatial analysis, ideally in domains such as urban planning, government, energy, climate change and natural hazard vulnerability,  social equity, and/or finance. 
• Bonus points if you have proficiency in geospatial data analysis (such as a suitability analysis) methodologies using tools such as a programming language (Python or SQL) or through a GIS platform (ArcGIS or QGIS). 
• A BS or MS in Engineering, Data Science (with emphasis on geospatial analysis),  Geography, Urban Planning, Public Policy, Economics, or other similar technical fields.
• Extremely organized with sustained attention to quality and detail. 
• Previous product development support and/or product delivery. 
• Excellent communication and collaboration skills.
• Previous experience working in a technical consulting role or directly with external stakeholders — comfortable communicating technical concepts to non-technical audiences. 
• Experience with Jira.

Target salary: $125,000 - $170,000, plus bonus eligibility and equity.

(Compensation is flexible based on experience; all candidates at various levels will be considered.)