Customer Success Manager, Datasite
$71.3-118.3k
More information about location
3 days a week in office
SaaS provider for the M&A industry
Job no longer available
SaaS provider for the M&A industry
1001+ employees
Job no longer available
$71.3-118.3k
More information about location
3 days a week in office
1001+ employees
Company mission
To empower the dealmaking community to work smarter and faster.
Role
Who you are
- The ideal candidate should have a proven track record of account management, maintaining high customer renewal rates as a result of outstanding customer engagement at all levels of their clients’ organizations
- You have 3-5 years of experience in a customer-facing role, with commercial experience managing renewals and upsells
- You have experience managing key/enterprise level accounts, or managing customers across different product lines
- Proven proficiency engaging directly with customers and working independently
- 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
- Experience developing and delivering value added communications including the ROI Grata delivers. Examples include; executive business reviews, user check-in calls, and regular touch points with key influencers
- Demonstrable success identifying and forecasting risk as well as growth opportunities within your book of business
- Confident, high energy, self-motivated and a true team player
- Well-organized, with a high attention to detail, you are a resourceful problem solver and can manage multiple work streams
- A track record of exceeding target KPIs including but not limited to: renewal %, upsell %, monthly active usage, and NPS
- You embrace our values. You’re thoughtful, selfless, and responsive
- Added bonus, but not necessary, to have experience managing customers on data products (APIs, data warehouses, etc)
What the job involves
- We are looking for a Customer Success Manager to join our team!
- As Grata’s lead contact for your assigned accounts you are responsible for ensuring high levels of customer satisfaction and driving customer ROI, becoming a trusted advisor to each of your clients
- Your primary goal will be driving commercial success across your accounts
- Combine commercial and engagement strategies throughout each client’s annual life cycle to achieve consistent growth in your book. Your targets will be set to maintain the high growth nature of our business, generally 10-15% annually
- Perform initial onboarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
- Serve as the primary contact for customers to resolve questions over email/phone, perform periodic customer success reviews that confirm satisfaction, resolve issues and bugs with the help of the Product and Engineering teams, and expand Grata use throughout the account
- Grow your revenue base by maximizing account retention as well as renewal and upgrade revenue through increased product adoption, cross sales of new product modules, and increased user counts
- Maintain strong relationships with customers across varied personas: users, champions and decision makers measured through engagement scores, NPS, and recorded customer feedback
- Proactively identify account risks and drive churn mitigation strategies, bringing together the appropriate team members from within Grata to achieve consistently high client health scores
Our take
As M&A deals continue to increase in both size and frequency, key stakeholders have been actively seeking tools to streamline their work. Datasite emerges as a solution. Having transitioned from its original focus on communications, the company now offers a suite of SaaS products tailored for M&A professionals, serving approximately 75% of the leading legal firms in the field.
Benefiting from its extensive experience in the industry, Datasite has successfully transformed into a more contemporary business entity. It has recently introduced highly acclaimed AI-powered technology to assist in deal preparation, asset marketing, and facilitating buy-side acquisitions.
With significant global expansion and strategic acquisitions, Datasite remains committed to enhancing its platform capabilities. Notably, in March 2023, it unveiled Datasite Cloud, specifically designed to streamline every aspect of the dealmaking process within a unified platform.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-7% employee growth in 12 months
Company
Company 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
Company HQ
Downtown West, Minneapolis, MN
Leadership
Rusty Wiley
(President & CEO, not founder)Before joining Datasite, Rusty held various executive roles at IBM Corporation, most recently, as General Manager, Banking & Financial Markets. Upon joining Datasite in 2014, Rusty led the successful transformation from a communications and print-related business into a global M&A SaaS technology company.
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