Customer Success Manager

Summary

Join UserGems as a Customer Success Manager and play a pivotal role in driving customer renewals, expansions, and overall satisfaction. You will own the renewal process, identify upselling opportunities, and foster strong relationships with customers at all levels. This role requires leveraging UserGems to measure customer adoption and ROI, collaborating with marketing on content creation, and acting as the voice of the customer internally. The ideal candidate possesses 2-4 years of Customer Success experience, proficiency with Salesforce, and a proven track record of success in retention and growth. This is a fantastic opportunity to contribute to a fast-growing startup with a remote-first culture and a strong emphasis on employee well-being.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

CS Software such as Catalyst (we use), Gainsight etc. experience is a plus

Benefits

• We're a remote-first company with employees across the Americas and Europe
• We have weekly standups, virtual happy hours, and in-person off-sites around the world so that everyone stays connected
• We offer a competitive salary and benefits