Senior Customer Success Manager

Job description

UserGems is an AI platform that helps sales and marketing teams double their pipeline impact with the same team. Our AI agent (Gem-E) captures buying signals and your CRM data to identify who to target, when, and why, drafting highly personalized and impactful outreach that results in higher conversion.

UserGems has generated $4 Billion in pipeline and over $950 Million in revenue for hundreds of start-ups and public companies. Companies like Mimecast, UserTesting, SAP LeanIX see more than 15X ROI in closed won revenue from UserGems.

UserGems helps companies generate more revenue by identifying buyers who will most likely buy from them. Leveraging artificial intelligence, UserGems combines relationship data with trigger events to surface the most relevant buyers for each customer. We’ve raised $20M Series A from investors including Craft Ventures, Uncork Capital, Battery Ventures, and Tiger Global.

We are looking to hire an experienced Sr. Customer Success Manager who is excited to take on a lot of ownership, is obsessed with ensuring customers are happy from the start through to successful renewals and account expansions, and work with talented, collaborative, and friendly people who love what they do.‍

As a Senior CSM you will:

• 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

How you’ll ramp

…within your first week…

• You’ll get familiar with our product, sales & CSM process and tools
• You’ll have an in-depth product training and use the product to monitor your accounts
• You’ll shadow on all sales calls and customer calls
• You’ll practice a few mock demo’s and product Q&A’s with our team

…day 30…

• You’ll learn best practices for what make UserGems Customers successful
• You’ll take-over & manage the relationship with some of our customers
• You’ll run a few customer on-boarding calls independently, and shadowing other calls
• You’ll build strategic business plans for customers
• You’ll be familiar with our product, competition, common Q&A
• You’ll have 1:1 with all team members

…day 60…

• You’ll be actively managing the book of business, achieving your Net Retention target
• You’ll identify whitespace and/or upsell opportunities
• You’ll be comfortable having strategic conversations with the decision makers on ROI and future plans
• You’ll be collaborating with marketing on content, campaigns, processes to increase product adoption

…day 90…

• You’ll be an expert of UserGems products
• You’ll recommend ways to improve our hand-offs processes and CSM playbook
• You’ll be able to onboard and help new starters
• You’ll provide ongoing customer feedback to the marketing and engineering teams
• You’ll partner with marketing to drive customer advocacy program (e.g. customer stories, reviews)

What you’ve accomplished so far:

• 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.)

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Why you should join:

• 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