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Manager, Customer Success

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GRIN is looking for an experienced Manager of Customer Success to manage and mentor a team of 5-7 Customer Success Managers focused on delivering value for our Commercial and Mid-Market customers. Your team will be responsible for driving business outcomes post-onboarding for our largest customer segment. You will join a team of highly collaborative leaders to develop and scale the mid-lifecycle Customer Success team and shape the GRIN experience for our customers. As we mature our offerings and engagements we are looking for leaders that enjoy being hands on, innovating, and value a deep understanding of our product and solutions. You should have a proven track record of success with an amazing ability to connect with people and motivate them to do their best work.

This is a very dynamic high-growth environment, with the opportunity to work on new challenges over time.

What You’ll Do:

  • Lead and professionally develop a team of best in class Customer Success Managers with a focus on empowerment, creativity, and winning together
  • A knack for recruiting, retaining, and developing top talent
  • Develop innovative programs to improve retention and proactively mitigate risk
  • Work closely within the Customer Success leadership team to design and implement initiatives that improve the customer experience at each stage of the journey
  • Drive operational practices to measure impact and performance of teams and individuals
  • Work cross-functionally with Support, Product Management, Marketing, and Sales
  • Create personal and CSM quarterly goals that develop you, your team, and the CS organization
  • Provide real-time feedback on areas of opportunity for your CSMs, celebrate wins, and reinforce positive outcomes
  • Work closely with the Director and VP of Customer Success to align on strategies, renewal forecasting, load balancing, and account opportunities

What You’ll Bring:

  • 5+ years in Customer Success at a SaaS company
  • 2+ years experience in leadership / people management
  • Prior marketing experience a plus
  • Proven experience leading teams, driving expansion revenue, increasing software adoption, and leveraging Customer Success best practices
  • Proven ability to develop strategies, translate them into initiatives, and track success
  • Demonstrated operational excellence in analytical thinking, process development and iteration, problem solving, communication, and planning
  • Able to be flexible at responding to evolving business priorities and navigating ambiguity to deliver results
  • Able to collaborate across the organization and with external stakeholders
  • Strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Proficient with various software tools including Salesforce, Pendo, Zendesk and Excel
  • Willingness to professionally address escalated customer issues with speed and urgency
  • All other duties as assigned

We recognize the imposter syndrome might show its head as you read through this job description and although you might not check every box, we don’t want to miss out on the possibility of speaking with a perfectly imperfect candidate. So if you think you have what it takes – apply today and let’s discuss!

Benefits

  • Competitive salary plus quarterly bonus
  • 16 days of PTO + 10 Sick Days + 14 paid holidays
  • Medical, Dental and Vision insurance
  • 401(k) program plus match
  • Paid Child Bonding Leave
  • Home Office set up
  • Career Development Reimbursement
  • Employee Stock Option Program
  • Career path opportunities in a great startup environment
  • Tons of growth opportunity

Apply Here

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