Customer Success Manager

Overview

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.

About the Role

• Combine commercial and engagement strategies throughout each client’s annual life cycle to achieve consistent growth in your book. Your targets will be set to maintain the high growth nature of our business, generally 10-15% annually.
• 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.

About You

• You have 3-5 years of experience in a customer-facing role, with commercial experience managing renewals and upsells.
• You have experience managing key/enterprise level accounts, or managing customers across different product lines.
• Proven proficiency engaging directly with customers and working independently.
• Successful candidates will be: innovative, persuasive, creative and have a genuine curiosity in their clients’ business. They will be goal and results-oriented, optimistic and smart, with a value added mindset, a proactive approach to the role and the ability to adapt to change.
• Experience developing and delivering value added communications including the ROI Grata delivers. Examples include; executive business reviews, user check-in calls, and regular touch points with key influencers.
• 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, you are a 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
• You embrace our values. You’re thoughtful, selfless, and responsive.
• Added bonus, but not necessary, to have experience managing customers on data products (APIs, data warehouses, etc)

Perks & Benefits at Grata:

• 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

About Grata:

Grata is the first search engine for company discovery, providing a single source of truth to find small to middle market private companies. We are developing cutting-edge search technology leveraging NLP and ML to automate the B2B research process on millions of small and medium businesses in the U.S. We’ve recently experienced significant growth and raised capital from top investors who built Google and transformed the finance industry.

When we find the right person, we strive to put our best foot forward with an offer we hope you find compelling. Actual compensation packages at the time of offers are based on a wide array of factors unique to each candidate, including, but not limited to: what you’d like to be paid, the skills/experience you bring and any role-dependent factors such as software expertise, what similar jobs pay in the NYC area, and our commitment to equal pay for equal work among those you’ll be working with. The total compensation for this role is targeted at $105,000-$110,000 including variable pay based on goals and quota attainment. Transparency is a core value at Grata, and we welcome direct conversations with each candidate about compensation in all of our initial calls.

Grata is committed to building an inclusive, equitable, and diverse organization. We embrace equal opportunity for all applicants and seek to foster a culture of belonging for our employees. We recognize and appreciate that the more inclusive we are, the better we will function as a team. Grata welcomes qualified applicants of any race, color, ancestry, religion, sex, national origin, gender identity, gender expression, age, marital or family status, disability, military veteran status, and any other status or background.