Customer Success Manager - Public Sector

About the position

The 4M story is one you likely haven’t heard before. We're on a mission to create a global map of the subsurface - doing for the world below ground what Google Maps did for the world above. Achieving this vision requires cutting-edge products and technology, which come to life through strong, collaborative teams of talented people who thrive on innovation and tackling complex challenges. We’re seeking a data-driven and action-oriented Customer Success Manager to join our team. In this role, you’ll be responsible for driving customer adoption, uncovering growth opportunities, and ensuring our clients achieve maximum value from our product. You’ll work closely with cross-functional teams and apply a methodical approach to account planning, strategy, and execution, helping us shape the future of utility data.

Responsibilities

• Build and maintain strong, strategic relationships with a dedicated portfolio of customers, ensuring their success and satisfaction.
• Develop and execute data-driven strategies to drive customer engagement, product adoption, and long-term retention.
• Take full ownership of accounts, managing the entire lifecycle from onboarding to renewal, while proactively mitigating risks and positioning for growth.
• Serve as the primary point of contact for escalations, ensuring swift resolution and customer satisfaction.
• Collaborate with Sales, Product, and Marketing teams to identify expansion opportunities and optimize customer outcomes.
• Leverage data and BI tools to track customer health, usage, and value realization, using insights to inform strategic decisions.
• Advocate for customers internally, ensuring their feedback shapes product improvements and driving adoption of best practices.

Requirements

• Minimum 5 years as a Customer Success Manager, ideally in a Series A/B startup with evolving product-market fit.
• Previous experience working with state and local governments, with a strong focus on Departments of Transportation (DOTs), and understanding their unique needs and challenges.
• Proven track record of driving user adoption and identifying growth opportunities within key accounts.
• Adaptable and resourceful, thriving in dynamic environments and embracing change.
• Passionate about delivering exceptional customer experiences and driving business impact.
• Skilled in BI tools and data analysis, with the ability to derive actionable insights.
• Exceptional communicator, capable of engaging effectively at all levels, including executive stakeholders.
• Data-driven, action-oriented, and deeply invested in product and user experience.
• Collaborative team player with a strong sense of accountability and ownership.

Nice-to-haves

• Expertise in project and change management frameworks (PMP or CM certifications preferred).
• Consulting experience prior to entering the tech industry is a plus.