Customer Success Manager

UserGems is seeking a Customer Success Manager to join their team. The role involves driving successful renewals and account expansions, as well as ensuring customer satisfaction. The ideal candidate will take ownership of their customers' success, establish trust as a strategic advisor, and identify upselling opportunities. This is an exciting opportunity for personal growth and working with a collaborative team.

Overall accountability for customers' success, including implementation, adoption, retention, and overall 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 for customers

Partner with marketing to develop content and materials to increase customer adoption of UserGems (e.g., playbooks, templates, customer stories)

Serve as the voice of customers internally by providing customer feedback to engineering, marketing, and sales

Get familiar with the product, sales, and CSM processes and tools

Have an in-depth product training and use the product to monitor accounts

Shadow on sales calls and customer calls

Practice mock demos and product Q&A's with the team

Learn best practices for what makes UserGems customers successful

Take over and manage the relationship with some customers

Run customer onboarding calls independently and continue shadowing other calls

Build strategic business plans for customers

Be familiar with the product, competition, and industry

• 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 ways to improve 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