Customer Success Lead

Job Description

Job Description

UrbanLogiq is a Community Intelligence Platform (CIP), a governed, multi-domain decision engine that helps city and regional governments understand how decisions ripple across community systems: safety, mobility, equity, economics, and risk. We compress government decision timelines from months to minutes.

We work with transportation agencies, city planning departments, regional authorities, and state/provincial governments across North America. We are also beginning to work with large government-adjacent consulting and technology firms. Our platform is a governed data architecture, and delivers intelligence across domains that siloed tools can't connect.

The Role

You will be building the Customer Success function at UrbanLogiq. You'll own the post-sale relationship for a portfolio of government clients, ensuring they realize value from the platform, renew and expand, and become reference accounts.

This isn't a traditional CS role. You're not here to log tickets or send health score reports. You're here to understand what our clients are trying to decide, make sure they can make those decisions using UrbanLogiq, and surface expansion opportunities when their needs grow.

Our implementations involve complex analytical models across transportation, safety, planning, and environmental risk. The CS person needs to connect that analytical depth to client goals, not just relay feature requests. Our customers have various domain uses, and this means you will need to know how to link data and analytical value to the goals of our customers while educating them on novel ways to look at community insights.

We're also being direct about expectations: we operate in the age of AI, and we expect this hire to use it. We use AI tools internally to compress timelines, sharpen analysis, and move faster than a team our size should be able to. We expect the same orientation from the people we bring on. Not AI familiarity as a line on a resume, but genuine curiosity about how these tools change what's possible in your work.

What You'll Do

• Own the post-onboarding relationship for a portfolio of accounts, with direct accountability for renewal and expansion
• Run structured cadences (quarterly business reviews, health checks, milestone debriefs) tailored to government stakeholder dynamics
• Partner with implementation, data engineering, and partnerships during active delivery phases to keep client-facing communication proactive
• Track contract obligations, delivery milestones, and acceptance criteria across accounts, and flag scope creep before it becomes a conflict
• Identify and advance expansion conversations: new departments, new use cases, new workflows that fit the client's existing investment
• Act as the internal voice of the customer, synthesizing feedback from client teams, surfacing patterns to product, and advocating for decisions that improve retention
• Coordinate with our partner ecosystem on accounts where the post-sale relationship involves a technology or consulting partner
• Support renewal preparation including pricing conversations and procurement re-engagement, handing off to sales when a true new-logo motion is required
• Use AI tools actively in your day-to-day: synthesizing meeting notes, drafting client communications, tracking account health signals, and finding patterns across your portfolio faster than manual methods allow

What We're Looking For

We care more about how you think and work than how many years you've been doing it. The right person might have a few years of experience with an AI-augmented workflow, or 8 years of traditional experience, but will need to demonstrate the former orientation to succeed here.

What matters most:

• You understand government clients, whether from working inside a municipal or regional agency, from a consulting or technology role adjacent to government, or from direct account management with public sector organizations. You know why procurement takes 9 months and why that's not an obstacle, it's the environment.
• You're comfortable with data and analytics products. You don't need to run SQL, but you need to hold a credible conversation about data governance, metrics, and decision workflows with a technical counterpart.
• You use AI tools in your work today, not experimentally, but as a genuine productivity layer. You've formed opinions about what works, what doesn't, and where the leverage is.
• You're a builder. You'll be standing up the CS function and you know what good looks like.
• Strong written and verbal communication across client meetings, renewal conversations, and the occasional escalation.

Backgrounds we're particularly interested in:

• SaaS CS or account management with government or public sector clients
• Municipal or regional government employees moving to the technology sector. You bring inside knowledge of how the government buys, deploys, and evaluates technology that's genuinely hard to replicate.
• Transportation planning, public safety, or urban planning practitioners who've worked closely with data and technology vendors
• Anyone who has built a CS or account management function at an early-stage company

What Success Looks Like in Year One

• Net Revenue Retention improvement across your account portfolio
• Zero surprise churns. Every at-risk account flagged and addressed before it becomes a renewal failure.
• At least 2 expansion opportunities formally identified and advanced into the pipeline
• A CS operating model documented and running: cadences, health scoring, handoff protocols, renewal calendar
• Prove the model, then build the team. This role has a clear path to leading a CS function as the portfolio scales.

Compensation and Logistics

• $80,000–$110,000 CAD + Equity
• Vancouver strongly preferred. Exceptional candidates will be considered for hybrid arrangements.
• Some travel to client sites across North America may be expected
• Reports to the COO. Works closely with implementation leads, data engineering, partnerships, and GTM.