Customer Success Manager

About us:

At Gravity Sketch, we’re revolutionising 3D design by making it accessible, intuitive, and collaborative. Our platform empowers designers across industries—from companies like Ford, Adidas and beyond—to bring ideas to life in an immersive, real-time 3D environment. We're on a mission to help people bring better products to life. 

We are at an exciting stage in our journey as we shift to a product-led growth motion. Our goal is to drive the adoption of our platform by fostering a thriving user community while continuing to partner with the enterprise clients who have joined the journey.

Our Culture

We’re a lean but ambitious team of 50+ spread across the globe. We may be geographically spread out, but we’re tied by our mission to help people bring better products to life! Our focus is on output and getting the work done, not counting the hours you work. We appreciate that everyone has their own optimum setup, so provide flexibility in terms of when and where you get work done. 

Our Values

Force Multiplier

• Make everyone around you better 

• Raise the Bar

• Deliver Results 

Owner mindset

• Hold yourself and others accountable 

• Make every investment as if it were your own 

• Don't let the egg drop 

Resourceful

• Take calculated risks 

• Use what you/we have to deliver the most value

• Stay Hungry 

Curiosity  

• Always be in learning mode

• Go Deep: ask the why/why not

• Explore and have fun

Empathy

• Put yourself in the shoes of your customer  

• Be genuinely caring and respectful

• Act from a place of understanding/longing to understand 
  

Our values are at the heart of our culture, we encourage everyone to experiment, bring new ideas to the table, and challenge one another to arrive at the best solutions for our users.

We work hard, and know how to have fun too; with company trips, socials, sports, gaming sessions and more. We welcome you to share your hobbies with the team so we can all try something new!

Role Summary

• The Customer Success Manager role is instrumental in our customers' long-term success and business. You'll work closely on the customer’s journey post-sales to ensure they're obtaining full value from Gravity Sketch.

• As a CSM at Gravity Sketch, your contributions to helping us build a foundation for the CSM motion allows you to have a significant impact beyond the traditional scope of a CSM role.

The challenge

• At Gravity Sketch, Customer Success means collaborating with top global brands to help them adopt our innovative technology. This role presents unique challenges, as you'll be educating entire teams and organisations about our tool's capabilities and best implementation practices.

• As our product evolves and expands, so do its potential applications. You'll need to stay ahead of the curve by developing an in depth knowledge in our core workflows and work closely with our customers to explore new ways to leverage the GS product suite.

• You will be trying to grow and mature your accounts to help them make the leap to becoming an enterprise customer. Developing the skills to do this will put you on the path to then becoming an Enterprise CSM at Gravity Sketch.  

Responsibilities:

• Relationship Management: Focus exclusively on our non-enterprise accounts, serving as the prime contact point, building and maintaining strong long-term relationships with your portfolio of accounts.

• Onboarding & Adoption: Guide new customers through onboarding, training, and early product adoption to ensure a smooth implementation.

• Customer Success Planning: Develop and execute success plans tailored to each customer’s goals and objectives, conduct regular check-ins, monitor customer health and drive continued engagement. 

• Work as a team: Work closely with our Account Executives, Consultants and Customer Operations team to ensure your accounts are well supported and maximise their usage and understanding of the Gravity Sketch products and their capabilities.

• Data Driven Insights: Use both quantitative and qualitative data to identify insights and drive actions within your accounts.

• Customer Advocacy: Collaborate with cross-functional teams, including Sales, Product, Engineering, and Marketing. Gather and analyse customer feedback to advocate for customer needs and contribute to product improvements.

Requirements:

• Experience: 2-5 years in a customer success, account management, or related role within a SaaS or technology company.

• Organisation: Excellent structure and organisation, with strong attention to detail.

• Self-driven: Able to hit the ground running and execute quickly once we have aligned on a plan. Self-driven to learn, to set targets, and able to work under limited supervision.

• Process-driven: Able to demonstrate past experience of implementing new processes and automation to a function

• Passion and curiosity: Avid interest in VR, design and understanding how different products are made, curious personality and enjoys digging deep to understand and solve a problem.

• Grit: Positive attitude, strong teamwork skills and hungry for success, not afraid to roll up your sleeves and help out wherever needed.

• People-oriented: Excellent communicator with great listening and relationship-building skills.

Nice to have:

• Able to work from our Brixton studio at least 1-2 days per week.