Remote Senior Customer Success Manager

Summary

Join UserGems as we add a Sr. Customer Success Manager to the team, responsible for driving successful renewals and account expansions, ensuring customers are happy, and working with talented people who love what they do.

Requirements

• 3-7 years of experience working in Customer Success with a demonstrated track record of success and consistently hitting your metrics
• At least 1 year of experience working with Salesforce
• Preferable experience working in a software start up
• 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.)

Responsibilities

• Overall accountability for your customers' success through relationship building, adoption, retention, and overall satisfaction
• Identify upselling and account growth opportunities
• Establish a relationship of trust as a strategic advisor with each customer, especially at VP and C-levels
• Use data-driven insights 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
• Developing mutual action plans with customers to drive success
• Work cross functionally to collaborate with the implementation team to ensure continued momentum through the first phases of customer implementation and adoption

Benefits

Competitive salary and benefits