Customer Success Manager
External
Cyvl · Boston, MAPrepare for this interview
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About the role
CYVL is a Physical AI company on a mission to bring Infrastructure Intelligence to every city, town, and community on the planet. We help governments plan, build, and maintain the physical infrastructure that people depend on every day - roads, sidewalks, bridges, utilities, and more - better than ever before. We pioneered an end-to-end approach that combines purpose-built hardware, computer vision, cloud data pipelines, and AI to transform raw LiDAR and imagery into a living, structured understanding of the built world. Our platform turns what used to take months of manual inspection into actionable intelligence that's easy for any agency to use, saving cities time, money, and resources across hundreds of communities nationwide. At CYVL, we're building toward a future where every piece of public infrastructure on Earth is captured, understood, and continuously monitored - so the agencies responsible for it and the residents who rely on it can make better decisions, faster. That's the power of Physical AI applied to the real world. We're a fast-moving, high-growth team based in Boston, MA that believes in solving real-world problems with authenticity, simplicity, and boldness. Every member of our team is empowered to take ownership, deliver results, and leave a lasting impact on the communities we serve. About You You're a seasoned Customer Success Manager who knows how to build customer relationships into lasting partnerships and passionate advocates. At Cyvl, you'll own the full customer lifecycle from onboarding through renewal and play a direct role in shaping how our customers achieve measurable outcomes with our platform. You thrive in a fast-moving startup environment where you're not just following the playbook, you're helping write it. If you're energized by building something from the ground up and love finding smarter ways to work, this role is for you.
Responsibilities
- Lead customers through the full lifecycle including onboarding, adoption, expansion, and renewal while serving as their trusted advisor and primary point of contact
- Engage key stakeholders to define success metrics, track progress, and demonstrate the tangible impact Cyvl is delivering against their goals
- Deliver hands-on training, strategic business reviews, and some in-person engagements that deepen relationships and drive advocacy
- Identify and execute expansion opportunities, manage the full renewal cycle, and drive upsells across your book of business
- Partner cross-functionally with Product and Marketing on discovery sessions, case studies, and customer events
Requirements
- Required:
- 4+ years of Customer Success experience, with a proven track record managing a large book of business and some high-touch customer relationships
- Demonstrated ability to lead strategic customer interactions including onboarding, QBRs, and renewal cycles
- Strong analytical mindset; you use data to spot trends, measure impact, and uncover expansion opportunities
- Builder mentality; excited to help establish CS processes and playbooks in an early-stage startup environment
- AI-first approach; you actively leverage AI tools to work more efficiently and maximize high-impact customer moments
- Exceptional communicator, equally effective in writing, on a call, or in the room
- Experience working with local governments, municipalities, or public sector organizations of varying sizes
- Familiarity with infrastructure, field operations, or GIS-adjacent technology
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