Customer Success Manager

Customer Success Manager

Nā mātou | About us

Urban Intelligence is a research and software team focused on supporting evidence-based decision making that enables communities and organisations to adapt and become more resilient, healthy, and inclusive.

As part of the Urban Intelligence team, you are always representing our shared values and dedication to excellence and ethics. You are expected to always conduct yourself in a positive and professional manner consistent with our company's values.

We support each other, our clients and partners, as well as looking after yourself. This includes enjoying your role and valuing your contribution to the team. A key aspect of this is communication, which is critical for the success and wellbeing of you and our team.

Ko Te Uaratanga | Our Vision and Mission

Urban Intelligence Ltd (UI) was founded with the vision of resilient communities worldwide. To achieve that, our mission is to provide the evidence for a resilient future.

Ngā Uara | Our Values

In achieving that vision, UI has several foundational values that we strive to live by:

Integrity: We will always be honest and speak the truth, especially when it is hard. We must be honest with ourselves, but also our clients. Foundational to UI is our commitment to making the world a better place, and that requires providing independent, sincere, and unbiased advice to our current or potential clients and others; regardless of whether it's what they want to hear.

Adventure: Enjoy the world we strive to protect. Both individually and collectively, we aim to support and encourage one another to experience the world we live in – as we know all too well, it will undergo many changes in our lifetime and in order to love it, we need to experience it.

Manaakitanga: We will go above and beyond for clients and colleagues. Achieving our vision of resilient communities worldwide must start with us and the work we complete with our clients. This includes fostering a strong and unconditionally supportive culture throughout our team and our clients.

Urutau: We will constantly learn and achieve excellence in a changing environment.

Kotahitanga: We are united in making positive change. Ultimately, we are a team and will succeed or fail together. Cooperation, communication, and a shared sense of purpose is crucial to us achieving the vision we've set. This holds true no matter the scale, be it personal, local, or global.

Te Tūranga | The Role

As a Customer Success Manager at Urban Intelligence, you will ensure that our clients achieve measurable value from our products and services. You will lead our advisory/relationship managers, and analysts on client delivery, and act as the voice of the customer within the company.

Your focus is proactive: guiding clients through onboarding, supporting adoption, monitoring engagement, and securing renewals and expansions. You will build long-term partnerships with councils, infrastructure providers, iwi, and corporates, ensuring our clients are confident and successful in using Resilience Explorer and related tools.

This role sits within our Technical Leadership team, reporting to the CTO, while working closely with Operations, Sales, Product, Research, and Engineering teams to ensure client insights inform product development.

Kawenga Takohanga | Key Responsibilities

Client Success and Retention

• Own the ongoing client relationship post-sale, ensuring measurable outcomes and value.
• Monitor and report on client health scores, escalating risks where required.
• Lead onboarding, training, and quarterly update processes.
• Build trusted partnerships with client stakeholders to support renewals.

Team Leadership

• Manage and mentor advisors/relationship managers, ensuring consistent processes and tone.
• Manage analysts' contributions to SaaS client work, ensuring clarity, quality, and impact.

SaaS Renewals, Variations, and Upsells

• Own the renewal cycle for SaaS clients.
• Identify, scope, and close variations/add-on services (e.g. extra training, light configuration, data validation workshops).
• Identify and close upsell/cross-sell opportunities (new modules, expanded licenses).
• Ensure clear handover of larger bespoke opportunities to Professional Services.

Client Insights and Product Feedback

• Aggregate and communicate client feedback and emerging needs.
• Provide structured input into Product, working with the Product Manager to validate requirements.
• Support identification of opportunities for accelerated feature development.

Process and Reporting

• Establish consistent client success workflows and reporting cycles.
• Report quarterly on engagement trends and client health to the leadership team.
• Standardise advisory packages and support offerings.

Business Development Support

• Build client advocates and reference accounts to support new sales.
• Partner with BD on case studies and expansion opportunities when required.
• Contribute to early identification of RFPs and grant opportunities relevant to existing clients.
  

Ngā Pūkenga Me Ngā Wheako | Skills & Experience

• Bachelor's degree in Business, Environmental Science, Geography, or related field.
• 5+ years' experience in customer success, account management, consulting, or stakeholder engagement.
• Familiarity with SaaS platforms and/or geospatial, climate, or infrastructure contexts.
• Proven track record of achieving renewals and expansions.
• Excellent communication and presentation skills across technical and executive audiences.
• Ability to use engagement metrics to drive adoption.
• A background in climate, asset risk or geospatial is desirable.

You are always expected to:

• Show initiative and creative leadership in finding solutions.
• Work collaboratively and communicate clearly with your colleagues and clients.
• Represent the company in the best possible light.
• Look for opportunities to enhance our products and services.
• Continuously learn about climate adaptation, resilience, geospatial technologies, and product management best practice.
• Treat confidential data in an appropriate manner and not share with individuals outside of the organisation without the express permission of your reporting officer.
• Work in a vibrant team environment and be passionate about the role.
• Understand the needs of our users and show initiative in addressing them through our products.