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Sales Engagement Platform

Customer Success Manager

$70k – $150k • 0.05% – 0.2%
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Are you a CSM that loves developing relationships with customers and helping them maximize the value they're getting from your product? At Groove, you will find a customer-oriented culture that rewards your ability to manage the needs of an awesome customer list (including Airbnb, Uber, Pinterest, Google and Slack) while also balancing the internal collaboration required to thrive in the role. We will empower you to be a thought leader in the sales acceleration space as an unprecedented number of organizations look to transform their sales organization and enter an era of modern selling using Groove’s platform.

As a Customer Success Manager, you will be responsible for managing the relationships with a set of Groove customers starting as soon as the sales team has signed the contract. You will be tasked with ensuring that the customer gets up and running successful with our software, that their users love Groove, and that they remain (and grow!) as a happy customer. In short, you will serve as the customer’s Trusted Advisor throughout their lifecycle with Groove! This is not a sales role but your team’s performance will be measured on data points critical to our business including account growth, license assignment rate, average NPS and renewal rate.  


Desired Qualifications and Experience
* Bachelor’s degree in any discipline with a strong academic track record. 
* 3 to 7 years experience in a Customer Success role (or equivalent) at a B2B SaaS company, preferably a company that provides line of business software used by sizable groups of users that touch the software many times every day.
* Experience with Salesforce.com, as well as Groove or products similar to Groove!
* Prior sales experience is preferred but not required - it is helpful to have sales experience so you can speak authentically when you are representing a sales engagement platform!

Job Responsibilities
* Onboard new customers effectively. Onboarding includes ensuring that admins have installed and configured our software, and also that end users have installed and been trained on the product. Onboarding can last anywhere from 1 to 30 days depending on the size and scope of the deployment.
* Proactively check in with customers on a regular basis. This will typically come in the form of a Quarterly Business Reviews (QBRs) where the CSM, and any other members of the account team, will meet with the customer to measure progress against their goals and identify/address any areas for improvement.
* Reactively respond to customer requests. This is typically not in the form of technical/product issues (we have a Support team that handles 1st line questions in this area) but more along the lines of license/account modifications, strategic guidance on the product, and introductions to new stakeholders or lines of business.
* Collaborate with product and engineering. The sales engagement space is constantly evolving and sales organizations are always looking for new and innovative ways to use our products. Our CSMs help digest their feedback and funnel it back to the appropriate parties internally so feature requests and new product ideas get incorporated into our roadmap.
* Ensure renewal for every customer. As with any SaaS business, we try to avoid churn at all costs and our CSMs are on the front lines helping customers get the most out of Groove so that they love our product and renew every chance that they get!
* Share your knowledge. It's important that the senior CSM has a strong desire to help share what has worked for them in their prior CSM experience (and what hasn't) so that our team can grow and mature at an even faster rate.

Competencies
* Strategic Thinking - strategizes with customers to ensure that our product is deployed and utilized in way that is consistent with their sales organization’s unique structure and objectives.  
* Collaboration - works with peers and executives across sales, engineering and product teams to create win-win scenarios for all parties involved.
* Communication - effectively delivers trainings, tailors content and style to each customer, and writes persuasive and thoughtful email and slide deck content.
* Ownership - goes out of his or her way to complete a job and has relentless drive to achieve results; takes initiative with minimal direction or supervision.
* Workflow Management - sets clear, realistic objectives that align to business growth; breaks each objective into component tasks that can be achieved within a realistic timeframe.

Benefits

Excellent compensation and benefits package, including competitive base salary, commissions and incentives, commuter reimbursement, and health insurance coverage.
 
Groove is an equal opportunity employer and values diversity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

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