Customer Success Manager

4 days ago

New York, New York, United States Gan Integrity Full time
Job Description

Job Summary:

We are seeking a highly skilled and experienced Customer Success Manager to join our team at Gan Integrity. As a key member of our sales team, you will be responsible for driving revenue growth and customer satisfaction through strategic account management and relationship-building.

Key Responsibilities:

  • Commercial Relationship Management: Own the commercial relationship with customers to drive retention and generate upsell & cross-sell opportunities.
  • Revenue Growth: Deliver and exceed revenue targets by driving upsell & cross-sell opportunities within existing enterprise accounts.
  • Customer Advocacy: Be a trusted advisor to customers, applying a consultative sales approach that focuses on understanding, analyzing, and solving customer challenges and delivering maximum value.
  • Relationship Building: Develop and maintain long-term relationships with executive stakeholders for our customers.
  • Customer Roadmap: Define our customers' roadmap requirements and plan how to accommodate those needs using our products.
  • Cross-Functional Collaboration: Collaborate cross-functionally with Customer Success, Support, Marketing, Product, Engineering, and the Senior Leadership team to deliver long-term value for our customers.
  • Executive Business Reviews: Perform data-driven Executive Business Reviews (EBRs) with customers to track progress against our joint 'Success Plan' and to articulate our ever-evolving vision in the marketplace.
  • Customer Satisfaction: Drive client satisfaction by maintaining high levels of engagement and communication and going the extra mile to ensure our customers are successful.
  • Account Management: Use dashboards to track account activities, and customer health; forecast renewals, expansions, and retention. KPIs include NRR, GRR, and Upsell Targets.

Requirements:

  • Experience: 5+ years of consultative results-based selling SaaS-based products to enterprise-level accounts (legal/compliance industry experience preferable).
  • Track Record: A track record of retaining and expanding existing customer base - with a demonstrated ability to find, manage, and close high-level enterprise business in a complex sales environment.
  • Pipeline Management: Effective at building and maintaining a pipeline of opportunities.
  • Business Acumen: A proven ability to assess business opportunities and build relationships with key stakeholders across an organization, including C-level executives, business sponsors, IT, and procurement.
  • Attention to Detail: Extremely detail-oriented in a fast-paced environment while managing multiple priorities.
  • Team Player: Energetic and self-motivated; a team player who is also a proactive and creative problem solver.
  • Strategic Planning: Understand how to plan, prioritize, and execute strategies to meet customer needs and revenue goals.
  • Travel: Able to travel to customers on an as-needed basis.
  • Communication Skills: Excellent written and oral communication skills.
  • Technical Skills: Comfortable with sales and productivity tools and technologies, including G-Suite, Web Conferencing, Salesforce, etc.

What We Offer:

  • Competitive Salary:
  • Excellent Growth Opportunities:
  • Flexible Working Hours: A fully-remote role.
  • Meaningful Work: Contribute to a truly important cause - building an ethical and compliant business space around the globe.
  • Impact: A real impact on the company's growth and evolution.

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