Senior Customer Success Manager

Summary

Join UserGems, an AI-powered platform boosting sales pipeline impact, as a Senior Customer Success Manager. You will be responsible for customer success, from implementation and adoption to retention and satisfaction. This role involves identifying upselling opportunities, building strong customer relationships, and using UserGems to measure customer ROI. Collaboration with marketing on content creation and driving customer adoption is key. You will also establish CSM best practices and serve as the voice of the customer internally. The ideal candidate has 4-8 years of SaaS customer success experience, a proven track record of success, and expertise in SaaS sales and CS best practices. The position requires strong communication skills and the ability to navigate complex organizational structures.

Requirements

• 4 to 8 years of experience in Customer Success with a SaaS company is required
• You have a demonstrated track record of success in a customer-facing role with knowledge of implementation, account management, and sales processes and have consistently hit your metrics
• You have a firm grasp on SaaS sales and CS best practices
• You have experience partnering with Marketing and Sales leaders to drive adoption
• You're comfortable leading “business value” and “ROI” conversations, navigating through multiple decision makers in an organization
• You’ve demonstrated the ability to communicate across various channels (phone, e-mail, social, etc.)
• You thrive in a high-growth environment, are self-motivated with an entrepreneurial spirit
• CS Software such as Catalyst (we use), Gainsight etc
• RevOps-level expertise with Salesforce (e.g. process builder, lead routing setup, SFDC formula, etc.)

Responsibilities

• Have overall accountability for your customers’ success, which includes implementation, adoption, retention, and overall satisfaction
• Identify upselling opportunities and being responsible for account growth
• Build relationships and establish yourself as a trusted 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)
• Establish CSM best practices and processes for future CSMs
• Serve as the voice of customers internally by providing customer feedback to engineering, marketing, and sales

Benefits

• You’ll be part of a fast-growing startup as it scales from 60 employees to 100+
• Customers love us! (see our Customers page and G2 Reviews ). They see ROI in Closed Won revenue generated
• Employees love us! (see our Glassdoor & RepVue page)
• 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 are customer-focused and data-driven in everything we do
• We value individual differences in the workforce and strive to make everyone feel welcomed and accepted, regardless of their skin color, gender, or sexual orientation
• We offer a competitive salary and benefits