The Customer Success Manager will drive customer renewals and account expansions, ensuring customer satisfaction and product adoption. Responsibilities include maintaining relationships with customers, identifying upselling opportunities, and providing feedback to internal teams, all while becoming a product expert.
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, SAP LeanIX see more than 15X ROI in closed won revenue from UserGems.
We are looking to add a Customer Success Manager to our CS department who is obsessed with driving successful renewals and account expansions, and most importantly, ensuring customers are happy.
It’s an incredible opportunity for someone who is excited to take on a lot of ownership, 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 satisfaction
- Own the renewals process and identify upselling opportunities
- Drive product adoption and change management projects with our customers to help them hit their strategic goals
- 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 (for example: playbooks, templates, customer stories)
- Serve as the voice of customers internally by providing customer feedback to engineering, marketing, and sales
How you'll ramp
...within your first week...
- You'll get familiar with our product, sales & CSM processes and tools
- You'll have an in-depth product training and use the product to monitor your accounts
- You'll shadow on sales calls and customer calls
- You'll practice a few mock demo's and product Q&A's with our team
...day 30...
- You'll learn best practices for what make UserGems customers successful
- You'll take over and manage the relationship with some of our customers
- You'll run a few customer calls independently, and continue shadowing other calls
- You'll build strategic business plans for customers
- You'll be familiar with our product, competition, and common Q&A
- You'll have 1:1 with all team members
...day 60...
- You’ll be actively managing the book of business, achieving your net retention target
- You'll identify whitespace and/or upsell opportunities
- You'll be comfortable having strategic conversations with the decision makers on ROI and future plans
- You'll be collaborating with marketing on content, campaigns, and processes to increase product adoption
...day 90...
- You'll be an expert of UserGems products
- You'll recommend ways to improve our hand-offs processes and CSM playbook
- You'll provide ongoing customer feedback to the marketing and engineering teams
- You'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 experience working in Customer Success with a demonstrated track record of success and consistently hitting your metrics
- You have at least 1 year of experience working with Salesforce
- You're comfortable leading “business value” and “ROI” conversations, and navigating through multiple decision makers in an organization
- You’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 team
- You thrive in a high-growth environment, and are self-motivated with an entrepreneurial spirit
- You’re excellent at time management and prioritization
- CS Software such as Catalyst (we use), Gainsight etc. experience is a plus
Why you should join:
- You’ll be part of a fast-growing startup as it scales from 60 employees to 100+
- Customers love us! (see our Customers page and G2 Reviews). They see ROI in Closed Won revenue generated
- Employees love us! (see our Glassdoor & RepVue page)
- We're a remote-first company with employees across the Americas and Europe
- We have weekly standups, virtual happy hours, and in-person off-sites around the world so that everyone stays connected
- We are customer-focused and data-driven in everything we do
- We value individual differences in the workforce and strive to make everyone feel welcomed and accepted, regardless of their skin color, gender, or sexual orientation
- We offer a competitive salary and benefits
Top Skills
AI
Catalyst
Customer Success
Gainsight
Salesforce
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