Sr. Customer Success Manager

We are looking to add a Sr. Customer Success Manager to the team. The ideal candidate is someone who is obsessed with driving successful renewals and account expansions, and most importantly, ensuring customers are happy. 

It’s an incredible opportunity for someone who is excited to take on a lot of ownership, experience exponential personal growth, and work with talented, collaborative, and friendly people who love what they do.‍

What you’ll do as a Sr. CSM

• Overall accountability for your customers’ success through relationship building, adoption, retention, and overall satisfaction
• Identify upselling and account growth opportunities
• Establish a relationship of trust as a strategic advisor with each customer, especially at VP and C-levels
• Use data- driven insights to measure customer adoption and ROI for customers
• Partner with marketing to develop content and materials to increase customer adoption of UserGems (for example: playbooks, templates, customer stories)
• Serve as the voice of customers internally by providing customer feedback to engineering, marketing, and sales
• Developing mutual action plans with customers to drive success 
• Work cross functionally to collaborate with the implementation team to ensure continued momentum through the first phases of customer implementation and adoption

How you'll ramp

...within your first week...

• You'll get familiar with our product, sales & CSM processes and tools
• You'll have an in-depth product training and use the product to monitor your accounts
• You'll shadow on sales calls and customer calls
• You'll practice a few mock demo's and product Q&A's with our team

...day 30...

• You'll learn best practices for what make UserGems customers successful
• You'll take over and manage the relationship with some of our customers
• You'll run a few customer on-boarding calls independently, and continue shadowing other calls
• You'll build strategic business plans for customers
• You'll be familiar with our product, competition, and common Q&A
• You'll have 1:1 with all team members

...day 60...

• You’ll be actively managing the book of business, achieving your net retention target
• You'll identify whitespace and/or upsell opportunities
• You'll be comfortable having strategic conversations with the decision makers on ROI and future plans
• You'll be collaborating with marketing on content, campaigns, and processes to increase product adoption

...day 90...

• You'll be an expert of UserGems products
• You'll recommend ways to improve our hand-offs processes and CSM playbook
• You'll provide ongoing customer feedback to the marketing and engineering teams
• You'll partner with marketing to drive customer advocacy program (e.g. customer stories, reviews)

What you've accomplished so far

• You have 3-7 years of  experience working in Customer Success with a demonstrated track record of success and consistently hitting your metrics
• You have at least 1 year of experience working with Salesforce
• Preferable experience working in a software start up 
• You're comfortable leading “business value” and “ROI” conversations, and navigating through multiple decision makers in an organization
• You’ve demonstrated the ability to communicate across various channels (phone, e-mail, social, etc.)
• You thrive in a high-growth environment, and are self-motivated with an entrepreneurial spirit
• CS Software such as Catalyst (we use), Gainsight etc. experience is a plus

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