Customer Success Manager

Job Description

As a Customer Success Manager, you will: Own customer health, gross retention, and net dollar retention across your portfolio, focusing on preventing churn. Design and lead onboarding and training programs for new accounts, ensuring successful deployment and product adoption. Build playbooks for common customer journeys and develop programs to efficiently serve a growing customer base. Navigate stakeholder relationships and conduct executive business reviews that quantify Gamma's impact on customer workflows. Partner with Sales to identify and convert high-potential accounts, maintaining ownership of the customer relationship post-sale. Channel customer feedback to Product and Design on features and use cases that unlock enterprise value.

Qualifications

1. 5+ years of B2B SaaS experience in Customer Success, Account Management, or a similar customer-facing role, with a strong track record of meeting or exceeding retention and expansion goals. 2. Startup experience, preferably at PLG companies managing the transition from self-serve to sales-assisted motion. 3. Proven ability to manage both high-touch strategic accounts and scaled customer programs, with the resourcefulness to navigate ambiguity in a high-growth environment. 4. Data-driven approach to customer health, with comfort discussing technical concepts like APIs and SSO with stakeholders. 5. Active AI user who experiments with new tools and can articulate AI practices to customers, with the ability to context-switch between executive communications and hands-on user training. 6. SQL knowledge or familiarity with data analysis, a background in design software, or experience building CS operations from scratch

Benefits

- Benefits & equity