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Customer Success Manager

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Who Are We?

Have you struggled to reserve that coveted summer camping spot at a state park? Have you wondered why you’re stuck filling out a paper form to renew a permit? What about not being able to reserve your favorite pickleball court from your phone?

Kaizen Labs is redefining government technology and building solutions across parks & recreation, permitting, citizen engagement, and more. We recognize that incumbent software systems are inefficient and sometimes broken. That’s why we believe residents and public servants across America’s 85,000 government agencies deserve access to modern, trusted software that rivals what we use in our daily lives.

Kaizen’s software currently serves ~1.5 million residents across the country and this number will increase to 7 million in the first half of 2025. Some of our partners include the City of Santa Clarita, MetroParks of Butler County, and the Town of Weymouth. Here is a quick video capturing the essence of our work with Pima County, AZ!

Founded in 2022 and based in New York City, we’re backed by Accel and Andreessen Horowitz. Our team of 25 (and growing) is eager to leave a lasting impact on the public services that are so critical to our health, safety, and wellness.

The Role

We are seeking a talented and passionate Customer Success Manager to join Kaizen. As a Customer Success Manager, you’ll play a critical role in driving adoption, satisfaction, and long-term success for our customers — while also helping build the foundation of our customer success function from the ground up.

This role requires a deep understanding of our software offerings, excellent problem-solving skills, and the ability to build strong relationships with clients. The ideal candidate will be adept at translating customer needs into actionable strategies.

Location

This is a hybrid role. You will be expected to join our team in person in New York City for three days a week.

What You’ll Do

Own and grow long-term customer relationships, serving as a trusted advisor to key stakeholders in parks and recreation departments. Ensure high satisfaction, engagement, and retention by deeply understanding each customer’s goals, challenges, and community mission.
Lead post-implementation education, including workshops, trainings, and ongoing support to drive platform adoption, operational efficiency, and community impact.
Monitor customer usage and feedback, proactively identifying ways to improve the user experience and uncover growth opportunities. Partner closely with Product to ensure customer-driven enhancements are prioritized and delivered.
Act as a strategic liaison across teams, collaborating with Product, Support, and Engineering to ensure a seamless customer journey, from onboarding through long-term success.
Drive outbound communication efforts, sharing best practices, feature updates, and personalized recommendations to increase engagement and platform utilization.
Champion the voice of the customer, advocating for their needs across the organization and contributing to a customer-first culture.
Help shape Kaizen’s customer success function by building internal processes, best practice documentation, and scalable workflows — laying the groundwork for long-term team and customer success.
Be hands-on and flexible — in a growing team, you may occasionally step into various functions as we scale dedicated support resources.

Who You Are

You are deeply passionate about customer success and take pride in helping clients achieve their desired outcomes with our platform.
You excel at building trust and rapport with customers, navigating their challenges with empathy, and delivering clear, effective communication.
You are proactive and solution-oriented and thrive in finding creative ways to drive customer satisfaction and success.
You are excited to join a fast-growing team, bringing energy and ideas to help shape both our product and the customer experience.
You are mission-driven, with a passion for improving civic technology and supporting local governments in delivering better community outcomes.

What You’ll Bring

2-5 years of experience in customer success, preferably within a tech startup
Strong problem-solving abilities, with a focus on troubleshooting and resolving issues in a timely and customer-centric manner.
Expertise in understanding customer pain points and translating them into actionable solutions that drive long-term success and value.
A customer-first mindset with a proven ability to drive adoption, engagement, and retention.

Benefits & Company Salary Range

PPO health care plus premium coverage for dental & vision
Unlimited PTO
Competitive equity grants
Employer-sponsored 401k plan
$90k-125k, based on experience

Average salary estimate

$107500 / YEARLY (est.)

min

max

$90000K

$125000K

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What You Should Know About Customer Success Manager, Kaizen Labs

At Kaizen Labs, we are on a mission to transform government technology, and we are excited to invite an experienced Customer Success Manager to join our vibrant team in New York City. If you've ever struggled to renew a permit or secure that ideal camping spot, you know the frustration that outdated systems can bring. That's why we're committed to providing modern solutions that serve over 1.5 million residents across the U.S., with plans to reach 7 million by 2025! In this role, you'll be at the forefront of our customer success efforts, forging deep relationships with parks and recreation departments and ensuring our clients thrive with our software. You'll play a key part in driving customer satisfaction and adoption, shaping best practices along the way. By understanding our customers' goals and challenges, you'll proactively enhance their experience and help our team build a truly impactful customer success function from scratch. You’ll lead workshops and training sessions, serve as a trusted advisor, and act as a bridge between departments to facilitate a seamless customer journey. With your customer-first mindset and problem-solving skills, you will make a tangible difference in how local governments engage with their communities. Plus, with a hybrid work model, you'll have a chance to collaborate in person three days a week while also enjoying the flexibility of remote work. If you're passionate about civic technology and eager to empower communities, this role is the perfect opportunity to make your mark with Kaizen Labs!

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Kaizen Labs

What are the responsibilities of a Customer Success Manager at Kaizen Labs?

As a Customer Success Manager at Kaizen Labs, you'll be responsible for driving long-term customer relationships with parks and recreation departments. Your role will include post-implementation education, monitoring customer feedback, and collaborating with cross-functional teams to enhance the user experience. You'll advocate for customer needs and help shape our customer success strategies.