Customer Success Manager - Grata

Datasite; New York (NY); On-site; USD 90,000 - 150,000; Full time

Job summary

Grata in New York City is seeking a dynamic Customer Success Manager to own growth within Strategic Accounts (investment firms and investment banks). You will interact with senior stakeholders, build rapport, drive product adoption, and ensure ongoing delivery of services.

Responsibilities include onboarding, account planning, renewal collaboration with an Account Manager, resolving issues with Product/Engineering, expanding Grata usage, and maintaining up-to-date org maps to track expansion;

Qualifications

• 3-5 years in a customer-facing role with strategic account experience.
• Ability to forecast risk and growth opportunities in your book.
• Proven proficiency engaging directly with customers at strategic level accounts.
• Well-organized with high attention to detail; proactive problem solver.
• Track record of meeting and exceeding performance targets.
• Self-starter who can develop strategies and manage multiple work streams.

Responsibilities

• Take ownership of driving growth within Strategic Accounts.
• Interact with senior stakeholders to drive end-users to services.
• Grow revenue by retention, cross-sales, and adoption.
• Foster relationships across personas and titles; use engagement metrics.
• Onboard accounts and ensure ongoing engagement.
• Collaborate with Account Manager on renewals and expansions.
• Serve as primary contact to resolve questions and expand Grata use.
• Build relationships with decision makers using product/market knowledge.
• Maintain up-to-date client org maps to track expansion progress.
• Provide feedback to cross-functional Grata teams for platform improvements.
• Exceed quarterly and annual revenue targets.

Skills

Stakeholder management

ROI communication

Executive business reviews

Problem solving

Self-starter

Job description

Responsibilities

• We are seeking a dynamic and results-oriented Customer Success Manager in the New York City area to join our team and take ownership of driving growth within our Strategic Accounts (investment firms and investment banks)
• You will proactively interact with senior stakeholders on a regular basis, building rapport and credibility to drive end-users towards our services. This role will involve strategic account planning, onboarding, enablement, multi-threaded user management, and collaborating with internal teams to ensure the ongoing successful delivery of services and solutions
• Grow your revenue base by maximizing account retention through increased product adoptions, cross-sales of new product modules, and strong user counts
• Foster strong relationships with customers across varied personas (users, champions, and decision makers) and varied titles (MDs, VPs, Associates) measured through engagement scores, NPS, and recorded customer feedback
• Perform initial onboarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
• Partner with an Account Manager who will own a book of business with you, together ensuring successful renewal outcomes
• Serve as primary point of contact for customers to resolve questions, perform periodic customer success reviews, resolve issues and bugs with the help of Product/Engineering teams, and expand Grata use throughout the account
• Build lasting relationships with decision makers leveraging product, customer, and market knowledge to tailor regular interactions (in person, video call, email and phone) to each contact
• Maintain up-to-date client organizational maps including leadership, influencers (both users and financial), and key decision makers to track the progress of expansion efforts
• Collaborate with internal stakeholders. As the voice of your customers provide regular and productive feedback to cross-functional Grata teams (such as product, engineering, and marketing) to enable continuous improvement of our platform
• Consistently exceed quarterly and annual revenue targets within your territory

Benefits

• Culture and benefits built around work-life balance
• Extensive resources to support physical and mental health
• Employee assistance program
• Generous retirement plans
• Incentives for referring new colleagues
• Learning, training and mentoring programs
• Cross-functional projects
• Stretch assignments to help you progress
• Receive feedback and earn bonuses from peers & managers
• Employee bonding activities
• ESG and charitable team initiatives

Qualifications

Demonstrable success identifying and forecasting risk as well as growth opportunities within your book of business. Ability to work in a feedback driven environment, share ideas, seek opportunities for improvement and contribute to the growth of others. Experience developing and delivering value added communications including ROI through executive business reviews, check in calls, regular touch points with key decision makers, etc. Proven proficiency engaging directly with customers and working independently. You have 3-5 years of experience in a customer-facing role, with demonstrable success managing relationships at strategic level accounts and customers across different product lines. Well‑organized, with a high attention to detail, you are a resourceful problem solver and can manage multiple simultaneous work streams. Successful candidates will be: innovative, persuasive, creative and have a genuine curiosity in their clients’ business. They will be goal and results‑oriented, optimistic and smart, with a value added mindset, a proactive approach to the role and the ability to adapt to change and of course, nice. Demonstrated track record of meeting and exceeding performance targets. Self‑starter, who can develop strategies, establish and organize daily activities to execute those strategies working as a fully independent contributor.