Customer Success Manager

About Gravitate:

Gravitate is an AI-driven software company that serves the refined fuels industry. We provide software solutions to refiners, wholesalers, fuel retailers and transportation companies. The market demand for our solutions has been significant and we are growing rapidly.  We are looking for a driven, hungry and talented professional to join our team.

We are a passionate, customer-obsessed team committed to solving complex challenges with cutting-edge technology. As we scale, we are seeking an experienced Customer Success Manager (CSM) with a proven track record to own key accounts, drive customer success, and build scalable processes to support our growth.

Key Responsibilities

• Account Ownership: Manage a portfolio of high-value customer accounts, serving as the primary point of contact to foster trust-based, long-term relationships.
• Product Adoption: Drive adoption of Gravitate’s AI-enabled features by identifying customer pain points, providing tailored solutions, and demonstrating measurable ROI.
• Customer Health Monitoring: Proactively monitor customer health using manual processes initially, transitioning to CRM/CSM tools, and conduct regular check-ins, Quarterly Business Reviews (QBRs), and risk mitigation to minimize churn.
• Feedback & Advocacy: Collect actionable customer feedback to inform product enhancements and contribute to advocacy initiatives, such as case studies, testimonials, and referrals.
• Cross-Functional Collaboration: Partner with Onboarding Success Advocates, Delivery team Project Managers, and Product teams to ensure seamless handoffs, post-implementation support, and alignment with customer goals.
• Metrics & Reporting: Track and report on key success metrics (e.g., adoption rates, retention, NPS, and expansion revenue) to drive data-informed decisions and demonstrate impact.
• Process Improvement: assist in the design, implementation, and refining customer success processes, including onboarding, engagement, and retention strategies, to create a scalable framework for delivering exceptional customer experiences.
• Expansion Opportunities: Identify upsell, cross-sell, and expansion opportunities by aligning Gravitate’s technology with customers’ evolving needs.

The Non - Negotiables: 

• Bachelor’s degree in Business, Marketing, or a related field; 
• 5+ years of experience in Customer Success, Account Management, or a related role within SaaS, AI, or tech industries, with a proven ability to manage complex, high-touch accounts.
• Experience in Process Building: Demonstrated experience designing and implementing customer success processes, workflows, or playbooks to support scalability and consistency.
• Strong understanding of customer journey mapping, proactive engagement strategies, and churn mitigation techniques.
• Exceptional communication, problem-solving, and relationship-building skills, with a track record of managing executive-level client relationships.
• Proficiency with CRM/CSM tools (e.g., Gainsight, HubSpot, Salesforce) and data analytics for monitoring customer health and driving insights.
• Experience in the energy or Refined Fuels industry is a strong plus.
• Ability to thrive in a fast-paced, startup-like environment, balancing strategic process-building with hands-on customer management.

Nice to Have: 

• Exposure to a Customer Success Management platform (i.e Salesforce)
• Customer Success background with strong client engagement experience.
• Familiarity with fuel distribution, wholesale marketing, or midstream operations.

About the Gravitate team:

To understand who our people are, you should first understand what they’re not: replaceable. Each member of the team is chosen carefully and with intention. We believe that finding the right fit is more important than a laundry list of credentials – and that we are people first, and titles second.

Because we hire the Gravitate way, our team is certainly one of a kind. We’ve brought together incredible talent that regularly collaborates to create clean, fresh solutions. That effort has led to remarkable opportunities, including work with many Fortune 100 clients. We’ve found that the winning combination of exciting achievements, trust in one another and open communication lays the groundwork for long-lasting, successful careers. That, and the fact that we clap for each other at every opportunity.

Problem solvers, go-getters and charge-takers -  we (really) want to hear from you.