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Description
Gtmhub is seeking an incredible Customer Success Manager with 2-5 years of experience in supporting both Serviced and Self-Service Customers, to join the team.
This is a fully remote position – you can work from anywhere within the US as long as you have a strong internet connection.
About Gtmhub
At Gtmhub, we believe that everyone deserves to work in an environment where there is consistent alignment between mission and activity; where transparency breeds trust; where accountability reigns; and where focus results in positive outcomes. That’s why we have built the world’s best business orchestration platform, powered by the proven OKR methodology, so our clients (and we!) can achieve the missions that matter.
We are honored to support over 500,000 users across 75 countries and 1,000+ organizations including Red Hat, Adobe, Societe Generale, and TomTom. We’ve raised over $160 million in funding, including our most recent Series C led by Index Ventures, and our global team is growing fast.
The Role
Our Customer Success is unique as our platform hosts customer’s strategies (Objectives and Key Results – OKRs), requiring a highly consultative approach among our Customer Success Managers. This presents opportunities working with the C-Suite at top brands, including Fortune 500 companies. Our ideal candidate has proven experience with the art and science of Customer Success/Account Management of both Serviced and Self-Service Customers, while wielding a consultative approach. The ideal candidate is ready for a new challenge in supporting the rapid scaling of a Customer Success department, within a company that is currently experiencing tremendous growth.
The Details
As Customer Success Manager, you will:
Become an expert on Gtmhub’s various platforms to educate both Serviced and Self-Service customers on the use and benefits of our strategy execution software. This entails becoming knowledgeable on OKRs – must-read Measure What Matters!
Manage, maintain, and grow an existing base of Serviced and Self-Service Customers, while finding and implementing creative initiatives for enablement, expansions, and upgrades through Gtmhub’s various platforms.
Surgically manage and lead onboarding of Gtmhub’s Self-Service platforms. This will include executive to individual contributor level training, strategic & tactical execution, risk mitigation, and highly effective project management.
Ability to effectively manage external and internal stakeholders including product, engineering, sales, and support on commitments made to customers. Effective and inspired cross-functional collaboration and communication is required to be successful in this role.
Use your expert product knowledge of Gtmhub’s platforms to constantly define value for both our Serviced and Self-Service customers. This involves a level of creativity and working directly with our Technical Success engineers to innovate unique solutions for outstanding customer success.
Use your creativity & consultative approach to build credibility, relationships, and influence stakeholders. Be able to genuinely build champions that result in trusted relationships.
Run Quarterly Business Reviews (QBRs) that communicate the business value of Gtmhub’s various platforms, promote renewal/expansion, and results in synergies with our best customers.
Co-create and execute ‘Success Plans’ that roadmap the customer’s value with Gtmhub’s various platforms and are reviewed quarterly during QBRs.
Drive excellent customer health (MAU, WAU, NPS, references, case studies, onboarding time).
Energized by technical troubleshooting and comfortable interfacing with technical teams.
Represent the voice of the customer effectively communicating their needs to Product & Engineering.
What We’re Looking for
To be successful in this role at Gtmhub, you’ll need to have:
An insatiable desire to learn and approach new challenges with a growth mindset.
Possess a high intellectual curiosity and are very passionate about the work you do.
Direct Customer Success/Account Management experience supporting both Serviced and Self-Service Customers within a SaaS company.
Specialization in SaaS Self-Service Customer Service is highly desirable.
Consulting/advising experience is also highly preferred.
Enjoys deploying successful tactics for Self-Service user engagement, account planning, content creation, and connecting business value to technology.
Knowledgeable or eager to learn the SaaS marketplace and applies that knowledge to Customer Success/Account Management.
Understands the daily requirements of a fast-paced start-up scaling rapidly and takes pride in being able to level-up to meet growing pain challenges.
Enjoys consulting/advising to solve complex customer problems creatively and can relay those solutions through excellent communication.
Experience with Salesforce, Jira, Intercom, and OKRs are pluses!
Compensation and Benefits
What’s in it for you:
Competitive base salary (salary range of $75k-$90k)
Quarterly bonus evaluation (up to 25%)
Unlimited PTO, generous company holidays + sick leave
Flexible work hours and a remote-friendly environment
100% employer covered Health, Dental & Vision plans with FSA/HSA
Access to a 401(k)/Roth 401(k)
Stock option opportunities
Access to 5,000+ Udemy courses for ongoing learning and development
Mac or PC of your choice and the essential equipment you need to work remotely
Life + short/long term disability insurance
Additional health + wellness benefits through our PEO, Insperity, such as adoption assistance, commuter benefits, employee assistance program, + more
Meaningful and challenging work in a global scaleup and category leader
Uniquely transparent and casual environment
The opportunity to work with smart, driven, and caring colleagues
The ability to grow your talents and career!
About the interview process
Transparency is one of our core values. Here’s what you can expect during the interview process:
- Initial intro conversation with our internal talent acquisition team (20 mins)
- A short cognitive and personality assessment (30 mins)
- A 30 minutes behavioural based interview with the hiring manager
- A 45 minute group interview/assessment
- An offer to the join the team at Gtmhub
Sound like a good fit? We’d love to see your application.
Gtmhub is a global company with employees and clients from all over the world. We celebrate radical collaboration and creativity. We believe that genuinely inspired people bring about the most impact toward positive change. As a remote-friendly employer, we respect and value your individual autonomy, lifestyle, unique perspective, background, time zone, and experiences, because we know that these things enrich our culture and help actively create a place we feel safe in.
Gtmhub works to get 1% better every day so we can all feel proud to be here. As a rapidly growing enterprise and international community, we are committed to equal employment and do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy, disability, or any other basis protected under applicable law.
