Customer Success Manager


UrbanSDK is a modern data analytics and machine learning company working in the exciting "smart city" space. We are a high-growth, venture backed analytics company focused on delivering great data, tools, applications and solutions that allow modern cities to operate with greater efficiency and insight.

  • Owns customer training, engagement, retention
  • Owns intercom user tutorials, guides, docs, and automated workflows
  • Owns Intercom customer support
  • Writes weekly product support articles for Intercom and website
  • Owns customer webinars and internal marketing
  • Owns customer upsell opportunities
  • Sends monthly customer engagement content articles and webinars


We’re looking for a hardworking, driven individual with energy, passion and entrepreneurial initiative for new business acquisition. The Customer Success Manager role focuses exclusively on customer engagement and training with the priority of upselling and renewing contracts.

As an early-stage venture backed startup, customer success and engagement is top of mind. This is an excellent opportunity to join a fast paced environment, and establish customer engagement processes while developing a customer retention strategy. Reporting directly to the CEO and co-founder, you will play a crucial part of the revenue growth at Urban SDK. By interfacing with Marketing, PR, Lead Generation, and Sales teams you will upsell and retain customers for an innovative big data and machine learning platform in a lucrative govtech market.


  1. Proactively train, engage and communicate with pre-existing customers
  2. Renew business to meet and exceed monthly, quarterly and annual retention objectives
  3. Build strong and effective relationships, resulting in customer retention
  4. Participate in our go to market strategy, planning and product roadmap
  5. Participate in weekly sales enablement training
  6. Work closely with Marketing and Product teams to promote new features and enhancements in live and archive web demos


  1. BA/BS required
  2. 5+ years SaaS experience, preferably with enterprise accounts
  3. Demonstrated ability to articulate the business value of complex enterprise technology
  4. A track record of overachievement and hitting retention targets.
  5. Familiarity with analytics, databases, and smart city technology is a plus
  6. Familiarity within the transportation technology, city planning or civil engineering industry is a plus
  7. Skilled in managing time and resources; sound approach to qualifying opportunities
  8. Possess aptitude to learn quickly and establish credibility
  9. Passionate about joining a team of entrepreneurs

Urban SDK, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws

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