Location: remote (us, canada, latin america)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, and sap leanix see more than 15x roi in closed won revenue from usergems.we are looking for a customer success manager who is obsessed with driving successful adoption and renewals with our customers.it’s an incredible opportunity for someone who is excited to take on a lot of ownership, loves technology as much as they love working with customers, wants to experience exponential personal growth, and work with talented, collaborative, and friendly people who love what they do.what you’ll do as a csm:overall accountability for your customers’ success, which includes adoption, retention, and overall satisfactionown the renewals process and identify upselling opportunitiesdrive product adoption and change management projects with our customers to help them hit their strategic goalsestablish a relationship of trust as a strategic advisor with each customer, especially at vp and c-levelsuse usergems to measure customer adoption and roi for customerspartner with marketing to develop content and materials to increase customer adoption of usergems (for example: playbooks, templates, customer stories)serve as the voice of customers internally by providing customer feedback to engineering, marketing, and saleshow you'll ramp..within your first week...you'll get familiar with our product, sales & csm processes and toolsyou'll have an in-depth product training and use the product to monitor your accountsyou'll shadow on sales calls and customer callsyou'll practice a few mock demos and product q&a's with our team..day 30...you'll learn best practices for what makes usergems customers successfulyou'll take over and manage the relationship with some of our customersyou'll run a few customer calls independently, and continue shadowing other callsyou'll build strategic business plans for customersyou'll be familiar with our product, competition, and common q&ayou'll have 1:1 with all team members..day 60...you’ll be actively managing the book of business, achieving your net retention targetyou'll identify whitespace and/or upsell opportunitiesyou'll be comfortable having strategic conversations with the decision makers on roi and future plansyou'll be collaborating with marketing on content, campaigns, and processes to increase product adoption..day 90...you'll be an expert of usergems productsyou'll recommend ways to improve our hand-offs processes and csm playbookyou'll provide ongoing customer feedback to the marketing and engineering teamsyou'll partner with marketing to drive customer advocacy program (e.g. customer stories, reviews)what you've accomplished so far:you have 2-4 years of experience working in customer success with a demonstrated track record of success and consistently hitting your metricsyou have at least 1 year of experience working with salesforceyou're comfortable leading “business value” and “roi” conversations, and navigating through multiple decision makers in an organizationyou’ve demonstrated the ability to communicate across various channels (phone, e-mail, social, etc.)you’ve owned the renewal process for your book of business and have been a top performer for retention and growth on your teamyou thrive in a high-growth environment, and are self-motivated with an entrepreneurial spirityou’re excellent at time management and prioritizationcs software such as catalyst (we use), gainsight, etc. experience is a pluswhy you should join:you’ll be part of a fast-growing startup as it scales from 60 to 100 employeescustomers love us! (see our customers page and g2 reviews). They see roi in closed won revenue generatedwe're a remote-first company with employees across the americas and europe so you can work from anywherewe have weekly standups, virtual happy hours, and in-person off-sites around the world so that everyone stays connectedwe believe strongly in being customer-focused and data-driven in everything we dowe value individual differences in the workforce and strive to make everyone feel welcomed and accepted, regardless of their skin color, gender, or sexual orientation.
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