Remote Customer Success Manager

Summary

Join our Relationship Management Team as a customer-centric individual to drive commercial success across assigned accounts.

Requirements

• 3-5 years of experience in a customer-facing role
• Experience managing key/enterprise level accounts, or managing customers across different product lines
• Proven proficiency engaging directly with customers and working independently
• Successful candidates will be: innovative, persuasive, creative and have a genuine curiosity in their clients’ business
• Experience developing and delivering value added communications including the ROI Grata delivers
• Demonstrable success identifying and forecasting risk as well as growth opportunities within your book of business
• Confident, high energy, self-motivated and a true team player
• Well-organized, with a high attention to detail, you are a resourceful problem solver and can manage multiple work streams
• A track record of exceeding target KPIs including but not limited to: renewal %, upsell %, monthly active usage, and NPS

Responsibilities

• Combine commercial and engagement strategies throughout each client’s annual life cycle to achieve consistent growth in your book
• Perform initial onboarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
• Serve as the primary contact for customers to resolve questions over email/phone, perform periodic customer success reviews that confirm satisfaction, resolve issues and bugs with the help of the Product and Engineering teams, and expand Grata use throughout the account
• Grow your revenue base by maximizing account retention as well as renewal and upgrade revenue through increased product adoption, cross sales of new product modules, and increased user counts
• Maintain strong relationships with customers across varied personas: users, champions and decision makers measured through engagement scores, NPS, and recorded customer feedback
• Proactively identify account risks and drive churn mitigation strategies, bringing together the appropriate team members from within Grata to achieve consistently high client health scores

Benefits

• Unlimited PTO policy
• Flexible Work Location policy: all employees are given a bank of time (up to 14 weeks!) of working remotely
• Medical, dental, vision plans: we offer plans with 100% coverage of premiums for employees
• 12 weeks of parental leave
• 401k
• Stock options for all of our employees
• Equity Commuter benefits
• Company-sponsored lunch through Grubhub on a weekly basis
• Dog-friendly office