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Posted 4 months ago
Requirements and responsibilities
What will you do?
Get ready to dive into a fast-paced, high-energy role where you’ll take the lead on our relationships with strategic clients, driving success with a mix of consultative expertise and data-driven insights. From the first handshake to long-term partnership, you’ll own the entire customer journey, ensuring their goals are met and exceeded. Collaborating closely with our Sales, Marketing, and Product teams, you’ll be at the forefront of maximizing client value while fueling our growth and retention efforts.
As a CSM, you’ll own revenue and renewal forecasting, develop and execute strategic account plans, and identify opportunities that align with our product and growth strategies.
You’ll enjoy the freedom and autonomy to tackle both technical challenges and strategic opportunities head-on, all while representing Ground at exciting in-person meetings, industry events, and fun-filled happy hours. If you’re passionate about making a tangible impact in a dynamic environment, this role is your chance to shine!
✅Key Responsibilities
- Build trust and cement relationships with customers - Become an extension to their teams
- Establish and own customer relationships - you will be a trusted advisor and extension to the customer’s team.
- Strategize how to best make use of Ground’s technology while problem solving overarching ‘growth’ for customers.
- Establish regular touchpoints, such as check-ins and business reviews, to ensure customers are achieving their desired outcomes.
- Be the go-to person for resolving customer issues, leveraging your deep product knowledge and customer understanding.
- Be the voice of the customer - Influence Ground’s product.
- Collect feedback and collaborate with the product team for continuous improvement, new features, and product roadmap.
- Be proactive with customer to ensure retention and identify new areas of growth.
- Identify at-risk customers and proactively address challenges to ensure retention.
- Collaborate with sales on upsell and cross-sell opportunities.
- Develop strategies and execute for managing renewals and maximizing customer lifetime value (CLTV).
- Help onboard customers.- Lead the onboarding process for key customers, ensuring they achieve value quickly.
- Drive Product Adoption & Customer Success Metrics.
- Develop and implement strategies to increase product adoption, usage, and customer satisfaction.
- Track key customer success metrics, such as NPS, renewal rates, and customer health. Continuously refine on customer success initiatives.
- Collaborate cross-functionally to drive company’s goals
- Align customer success with company’s overall growth strategy, working closely with the founders.
- Partner with sales, marketing, and product, to ensure an exceptional customer experience.
- Help build a world-class customer success program.
- Implement scalable tools and processes for efficient customer success operations.
- Establish a customer success playbook and continuously iterate to improve customer outcomes.
🧠What you should have
Required:
Strong work ethic, resilience, and humble eagerness to learn
- In this role, you will be tested to your limits and you will have to not just work hard but humbly accept when you fail, take feedback from the team, and exhibit strength. You are HUNGRY, HUMBLE, and ELEVATE those around you while crushing goals.
🎯Startup lean mentality: Scrappy, and the ability to make do without much support, resources, budget, etc.
- You must have an owner mindset - not an employee mindset.
- You thrive working in a fast-paced environment, with little instructions, and get the job done no matter what. You like to own, you don’t rent.
- High conviction. When you're in, you're all in. You take pride in your work and are passionate about delivering your best
- Coachable. You have a can-do attitude and are known to excel under pressure
- Experience at an early stage startup or influencing the growth of a team—including proven experience building internal and external playbooks and processes.
🎯Experience:
- 2+ years of experience in customer success, account management, or a related customer-facing role, with a track record of leadership. Previous experience at fast growth early stage startup preferred.
- Previous experience working with tools such as commerce platforms such as Shopify, Klaviyo, and Attentive.
- Excellent communication, interpersonal, and relationship-building skills, with a passion for customer advocacy
- Experience with CRM systems, customer success platforms, etc.and a willingness to implement new tools as needed.
- The ability to simplify technical subjects into digestible, value-driven actions
Optionally, you can add more information later (benefits, pre-screening questions, etc.)