Customer Success Manager

UserGems is seeking a Customer Success Manager to join their team. The role involves ensuring customer satisfaction, driving successful renewals and account expansions, and identifying upselling opportunities. The Customer Success Manager will establish trust with customers, act as a strategic advisor, and provide feedback to internal teams. The position offers the opportunity for personal growth and collaboration with a talented and friendly team.

• Overall accountability for customers' success, including implementation, adoption, retention, and satisfaction
• Identify upselling opportunities and account growth
• Establish a trusted relationship as a strategic advisor with each customer, particularly at VP and C-levels
• Use UserGems to measure customer adoption and ROI
• Partner with marketing to develop content and materials to increase customer adoption
• Serve as the voice of customers internally by providing feedback to engineering, marketing, and sales
• Familiarize with the product, sales, and CSM processes and tools
• Receive in-depth product training and use the product to monitor accounts
• Shadow sales calls and customer calls
• Practice mock demos and product Q&A with the team
• Learn best practices for customer success
• Take over and manage relationships with some customers
• Conduct customer onboarding calls independently and continue shadowing other calls
• Build strategic business plans for customers
• Familiarize with the product, competition, and common Q&A
• Have 1:1 meetings with all team members
• Actively manage the book of business and achieve net retention target
• Identify whitespace and upsell opportunities
• Have strategic conversations with decision-makers on ROI and future plans
• Collaborate with marketing on content, campaigns, and processes to increase product adoption
• Become an expert in UserGems products
• Recommend improvements to hand-off processes and CSM playbook
• Provide ongoing customer feedback to marketing and engineering teams
• Partner with marketing to drive customer advocacy program (e.g., customer stories, reviews)

• Overall accountability for customers' success, including implementation, adoption, retention, and satisfaction
• Identify upselling opportunities and account growth
• Establish a relationship of trust as a strategic advisor with each customer, especially at VP and C-levels
• Use UserGems to measure customer adoption and ROI
• Partner with marketing to develop content and materials to increase customer adoption
• Serve as the voice of customers internally by providing feedback to engineering, marketing, and sales
• Familiarity with the product, sales, and CSM processes and tools
• In-depth product training and use of the product to monitor accounts
• Shadowing on sales calls and customer calls
• Practice mock demos and product Q&A with the team
• Learn best practices for customer success
• Take over and manage relationships with customers
• Run customer onboarding calls independently and continue shadowing other calls
• Build strategic business plans for customers
• Familiarity with the product, competition, and common Q&A
• Have 1:1 meetings with all team members
• Actively manage the book of business and achieve net retention target
• Identify whitespace and upsell opportunities
• Have strategic conversations with decision makers on ROI and future plans
• Collaborate with marketing on content, campaigns, and processes to increase product adoption
• Become an expert in UserGems products
• Recommend improvements to hand-off processes and CSM playbook
• Provide ongoing customer feedback to marketing and engineering teams
• Partner with marketing to drive customer advocacy program (e.g. customer stories, reviews)

• 1:1 meetings with all team members
• Actively managing the book of business and achieving net retention target
• Identifying whitespace and upsell opportunities
• Having strategic conversations with decision makers on ROI and future plans
• Collaborating with marketing on content, campaigns, and processes to increase product adoption
• Becoming an expert in UserGems products
• Recommending ways to improve hand-off processes and CSM playbook
• Providing ongoing customer feedback to marketing and engineering teams
• Partnering with marketing to drive customer advocacy program
• 2-4 years of experience in Customer Success with a track record of success and hitting metrics
• At least 1 year of experience working with Salesforce
• Comfortable leading "business value" and "ROI" conversations and navigating multiple decision makers
• Ability to communicate across various channels (phone, email, social, etc.)
• Thriving in a high-growth environment and being self-motivated with an entrepreneurial spirit
• Experience with CS software such as Catalyst and Gainsight is a plus
• Being part of a fast-growing startup with plans to scale from 60 employees to 100+
• Positive feedback from customers and employees
• Remote-first company with the ability to work from anywhere
• Weekly standups, virtual happy hours, and in-person off-sites to stay connected
• Customer-focused and data-driven approach
• Valuing individual differences in the workforce and promoting inclusivity
• Competitive salary and benefits.