Customer Success Manager/ Gestionnaires de Réussite Client

Our mission

At Local Logic, our mission is to help make sustainable, equitable, and prosperous cities through the power of data.

We started our journey at McGill University’s urban planning department, where we came to see that cities were being developed in all kinds of unsustainable ways. Why were sprawling suburbs still being built, when doing so would increase pollution and inequality? Why were new business parks being built far from mass transit, when doing so would make traffic congestion skyrocket? Why was social housing being built in places that would exacerbate social problems rather than improve them?

It became clear to us why: cities are incredibly difficult to understand. But we realized that with recent advances in data science, all the complexity of cities could be made simple enough for anyone to understand. And that understanding would be essential to making the sustainable, equitable, and prosperous cities that we so desperately need.

Today, Local Logic makes AI-powered software that optimizes real-estate projects for maximum affordability and minimal environmental impact, all the while generating healthy returns for the developers. This software is powered by the billions of insights we’ve generated over the years that describe all aspects of cities -- from the distance to the nearest bus stop, to the quietness on a street, to the most recent trends in the housing market.

To date, we’ve helped millions of people find their next home by partnering with the top real estate brands in the US & Canada. In the summer of 2023, we secured a Series B funding round to grow our team, enhance our products, and, ultimately, help build the cities of tomorrow.

Your mission

As Local Logic’s Customer Success Manager, you’ll wear multiple hats, taking charge of account management, support, customer experience, growth, and participating in technical sales. You’ll build deep, lasting relationships with our clients, acting as both a trusted advisor and a technical problem-solver. Your role goes beyond traditional customer success—by building or tapping into your consultative sales expertise, you’ll identify new ways our products can meet evolving customer needs, positioning Local Logic’s solutions effectively to support their goals and guiding them through technical elements of the purchasing journey.

As our Customer Success Manager, you’ll play a pivotal role in defining what customer success looks like at Local Logic, shaping not only the customer experience but also the future of technical sales within our team. Join us, and be part of an exciting opportunity to make a lasting impact on our customers and the real estate industry as a whole.

You believe in our mission and want to help us achieve it. You bring your own unique perspective to the team, so you can challenge the way we do things for the better. You’re able to speak up when you disagree, ask questions when you don’t understand, and take ownership of your work.

Why should you work here?

At Local Logic, you have an amazing opportunity to be an early team member of an expanding Series B backed startup. We are focused on understanding the world and its cities to predict the future and make the real estate market more transparent.

We are a people-first company that strives to create the best experience for our employees by creating an inclusive, collaborative, challenging environment to learn and problem solve on a daily basis.

You will have access to benefits such as: stock options; comprehensive health, dental and vision plans for you and your family; a culture that emphasizes learning and work-life harmony; competitive vacation policy; health and benefits credits.

Your professional development is our priority. With an annual professional development credit you’re encouraged to keep learning, explore new skills, and advance in your career. We want you to thrive, grow, and feel fulfilled while working on work that matters. Join us, and help us build a brighter future for cities around the world.

Our commitment to diversity & inclusion

We’re aiming to build a diverse team and inclusive company culture. We are an equal opportunity employer (EOE) and do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

Your responsibilities will include:

• Responding to incoming support requests, i.e., debugging issues or triaging them to the appropriate colleague
• Onboarding new clients
• Working with Account Management to enhance the customer relationship and experience through quarterly business reviews or nurturing email campaigns
• Building strong relationships with key accounts, advocating internally for partners, and collaborating with cross-functional teams to resolve customer issues
• Acting as an internal champion by gathering and sharing feedback and improvement opportunities
• Educating customers on Local Logic’s technical solutions, including advanced product features and updates
• Collaborating with Account Executives on technical aspects of the sales cycle, from demos and proofs of concept to technical evaluations
• Supporting Account management in renewal discussions and providing consultative technical recommendations that align with the customer’s business goals
• Creating and maintaining product documentation and guides for common technical inquiries to aid in customer and sales education

Data-Driven Approach

• Analyzing customer success metrics and using data to forecast account growth, identify expansion opportunities, and monitor customer health

Key requirements:

• 3+ years of experience in customer success, sales, or support in the tech industry, ideally with some experience in technical sales or solution engineering
• Comfortable presenting technical products to customers
• Strong communication skills: written, presentation, and verbal
• Ability to embrace change and adapt to shifting priorities (agile mindset)
• Working knowledge of HTML / CSS / Javascript
• Comfort working with modern cloud technologies (e.g., Slack, GSuite)
• Experience with support software (e.g., Zendesk)
• Experience with CRM software (e.g., Salesforce)
• Ability to discuss complex technical concepts in a clear, accessible way for non-technical audiences
• Bilingual (English / French)