Customer Success Manager

We are looking to add a Customer Success Manager to our CS department 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 CSM:

• Overall accountability for your customers’ success, which includes adoption, retention, and overall satisfaction
• Own the renewals process and identify upselling opportunities 
• Drive product adoption and change management projects with our customers to help them hit their strategic goals
• Establish a relationship of trust as a strategic advisor with each customer, especially at VP and C-levels
• Use UserGems 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

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 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 2-4 years 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
• 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’ve owned the renewal process for your book of business and have been a top performer for retention and growth on your team
• You thrive in a high-growth environment, and are self-motivated with an entrepreneurial spirit
• You’re excellent at time management and prioritization 
• CS Software such as Catalyst (we use), Gainsight etc. experience is a plus