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UrbanLogiq

Customer Success Lead

Vancouver, BC, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Oct 14, 2026
Posting language: English
Posted: Jul 10, 2026

Original 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.

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More about this job

Responsibilities

Own post-onboarding relationships for government accounts, driving client value, renewals, and expansion while coordinating delivery, partners, and internal teams. Establish the Customer Success operating model, manage account health and contract milestones, and use AI tools to improve account analysis and client communications.

Requirements

Candidates should understand government clients and procurement, be comfortable discussing data and analytics products, and actively use AI tools to improve their work. Strong communication skills and a builder mindset are important; relevant backgrounds include public-sector SaaS customer success, government, urban planning, transportation, or public safety.

Skills

Customer Success
Government Account Management
Renewal Management
Expansion Sales
Stakeholder Management
Data Analytics
Data Governance
Client Communication
Account Health Monitoring
Procurement
Contract Management
Implementation Coordination
Customer Feedback Synthesis
AI Tool Utilization
Customer Success Operations
Public Sector Technology

Benefits

Equity

Visa sponsorship

Not detected in the job text

Keywords

Customer Success
Community Intelligence Platform
Government Clients
Public Sector
SaaS
Account Management
Renewal Management
Net Revenue Retention
Expansion Opportunities
Data Analytics
Data Governance
Decision Workflows
Artificial Intelligence
Quarterly Business Reviews
Account Health
Contract Obligations
Delivery Milestones
Acceptance Criteria
Procurement
Transportation Planning
Public Safety
Urban Planning
Environmental Risk
Partner Ecosystem
Customer Feedback
Customer Success Operating Model

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