Customer Success Manager

$105,000 - $110,000/Yr

Grata - New York, NY

Full-time - Mid Level

New York, NY

Publishing Industries

About the position

We're looking for a customer-centric, energetic and highly-motivated individual to join our Relationship Management Team. The ideal candidate should have a proven track record of account management, maintaining high customer renewal rates as a result of outstanding customer engagement at all levels of their clients' organizations. As Grata's lead contact for your assigned accounts you are responsible for ensuring high levels of customer satisfaction and driving customer ROI, becoming a trusted advisor to each of your clients. Your primary goal will be driving commercial success across your accounts.

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.

Requirements

• 3-5 years of experience in a customer-facing role, with commercial experience managing renewals and upsells.
• Experience managing key/enterprise level accounts, or managing customers across different product lines.
• Proven proficiency engaging directly with customers and working independently.
• Innovative, persuasive, creative and have a genuine curiosity in their clients' business.
• Goal and results-oriented, optimistic and smart, with a value added mindset.
• Proactive approach to the role and the ability to adapt to change.
• 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, 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.
• Embrace company values: thoughtful, selfless, and responsive.

Nice-to-haves

• Experience managing customers on data products (APIs, data warehouses, etc)

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
• Commuter benefits
• Company-sponsored lunch through Grubhub on a weekly basis
• Dog-friendly office