Customer Success Manager

3 minute read
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Our Customer Success is unique as our platform hosts customer’s strategies (Objectives and Key Results – OKRs), requiring a highly consultative approach among our Customer Success Managers. This presents opportunities working with the C-Suite at top brands, including Fortune 500 companies. Our ideal candidate has proven experience with the art and science of Customer Success/Account Management while wielding a consultative approach and is ready for a new challenge at scaling organization with a company that growing tremendously.

The Details

As Customer Success Manager, you will:

  • Become an expert on Gtmhub’s platform to educate customers on the use and benefits of our strategy execution software. This entails becoming knowledgeable on OKRs – must-read Measure What Matters!
  • Surgically manage and lead onboarding of Gtmhub. This will include executive to individual contributor level Gtmhub training, strategic & tactical execution, risk mitigation, and highly effective project management.
  • Ability to effectively manage external and internal stakeholders including product, engineering, sales, and support on commitments made to customers. Effective cross-functional, collaboration is required to be successful in this role.
  • Use your expert Gtmhub product knowledge to constantly define value for our customers. This involves a level of creativity and working directly with our Technical Success engineers to innovate unique solutions for outstanding customer success.
  • Use your creativity & consultative approach to build credibility, relationships, and influence stakeholders. Be able to genuinely build champions that result in trusted relationships.
  • Run Quarterly Business Reviews (QBRs) that communicate the business value of Gtmhub, promote renewal/expansion, and results in synergies with our best customers.
  • Co-create and execute ‘Success Plans’ that roadmap the customer’s value with Gtmhub and are reviewed quarterly during QBRs.
  • Drive excellent customer health (MAU, WAU, NPS, references, case studies, onboarding time).
  • Energized by technical troubleshooting and comfortable interfacing with technical teams.
  • Represent the voice of the customer effectively communicating their needs to Product & Engineering.

What we’re looking for

To be successful in this role at Gtmhub, you’ll need to have:

  • An insatiable desire to learn and approach new challenges with a growth mindset.
  • Have an intellectual curiosity and are very passionate about the work you do.
  • Customer Success/Account Management experience at a SaaS company is highly preferred.
  • Consulting/advising experience is also highly preferred.
  • Enjoys deploying successful tactics for user engagement, account planning, content creation, and connecting business value to technology.
  • Knowledgeable or eager to learn the SaaS marketplace and applies that knowledge to Customer Success/Account Management.
  • Understands the daily requirements of a fast-paced start-up scaling rapidly and takes pride in being able to level-up to meet growing pain challenges.
  • Enjoys consulting/advising to solve complex customer problems creatively and can relay those solutions through excellent communication.
  • Experience with Salesforce, Jira, Intercom, and OKRs are pluses!

Compensation and Benefits

What’s in it for you:

  • Competitive base salary (salary range of $75k – $90k)
  • Quarterly bonus evaluation (up to 25%)
  • Unlimited PTO
  • Mac or PC of your choice and the essential equipment you need to work remote
  • Access to 5,000+ Udemy courses for ongoing learning and development
  • Flexible work hours and a remote-friendly environment
  • Stock option opportunities
  • 100% employer covered Health, Dental & Vision plans with FSA/HSA
  • Access to a 401(k)/Roth 401(k)
  • Meaningful and challenging work in a rapidly scaling, global startup
  • Uniquely transparent and casual environment
  • The opportunity to work with smart, driven, and caring colleagues
  • The ability to grow your talents and career!
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