Senior Customer Success Manager, UserGems
Automated pipeline generation software
Open for applications
Automated pipeline generation software
21-100 employees
Open for applications
21-100 employees
Company mission
To help sales and marketing teams achieve their revenue targets with less stress and more qualified pipeline.
Role
Who you are
- 4 to 8 years of experience in Customer Success with a SaaS company is required
- You have a demonstrated track record of success in a customer-facing role with knowledge of implementation, account management, and sales processes and have consistently hit your metrics
- You have a firm grasp on SaaS sales and CS best practices
- You have experience partnering with Marketing and Sales leaders to drive adoption
- You're comfortable leading “business value” and “ROI” conversations, navigating through multiple decision makers in an organization
- You’ve demonstrated the ability to communicate across various channels (phone, e-mail, social, etc.)
- You thrive in a high-growth environment, are self-motivated with an entrepreneurial spirit
- CS Software such as Catalyst (we use), Gainsight etc
- RevOps-level expertise with Salesforce (e.g. process builder, lead routing setup, SFDC formula, etc.)
What the job involves
- Have overall accountability for your customers’ success, which includes implementation, adoption, retention, and overall satisfaction
- Identify upselling opportunities and being responsible for account growth
- Build relationships and establish yourself as a trusted strategic advisor with each customer, especially at VP and C-levels
- Use UserGems to measure customer adoption and ROI for customers
- Partner with marketing to develop content and materials to increase customer adoption of UserGems (for example: playbooks, templates, customer stories)
- Establish CSM best practices and processes for future CSMs
- Serve as the voice of customers internally by providing customer feedback to engineering, marketing, and sales
- ...within your first week..
- You'll get familiar with our product, sales & CSM process and tools
- You'll have an in-depth product training and use the product to monitor your accounts
- You'll shadow on all sales calls and customer calls
- You'll practice a few mock demo's and product Q&A's with our team
- ...day 30..
- You'll learn best practices for what make UserGems Customers successful
- You'll take-over & manage the relationship with some of our customers
- You'll run a few customer on-boarding calls independently, and shadowing other calls
- You'll build strategic business plans for customers
- You'll be familiar with our product, competition, common Q&A
- You'll have 1:1 with all team members
- ...day 60..
- You’ll be actively managing the book of business, achieving your Net Retention target
- You'll identify whitespace and/or upsell opportunities
- You'll be comfortable having strategic conversations with the decision makers on ROI and future plans
- You'll be collaborating with marketing on content, campaigns, processes to increase product adoption
- ...day 90..
- You'll be an expert of UserGems products
- You'll recommend ways to improve our hand-offs processes and CSM playbook
- You'll be able to onboard and help new starters
- You'll provide ongoing customer feedback to the marketing and engineering teams
- You'll partner with marketing to drive customer advocacy program (e.g. customer stories, reviews)
Our take
Blending data mapping with machine learning, UserGems is a digital platform that helps marketing and sales agents for B2B by making it easier to connect to former customers who may have moved to new jobs. Using an automated pipeline generator, UserGems simplifies contact with potential customers through monthly updates to your Salesforce addresses.
Founded in 2019 by the Kletzl Brothers, former Y Combinator graduates and SmartHire creators, UserGems was launched using software from their previous startup. With the era of remote work and digitalisation, recruitment and sales leads have become increasingly data-driven, and the concept behind UserGems helps businesses keep up the pace whilst also using algorithms to help recommend more potential warm leads. The enthusiasm for its offering is evidenced by the company's successful funding rounds that have boosted the speed of UserGem’s technological development.
As mentioned, the sales lead data industry is a competitive one. Many aspects of UserGem’s business model have been adopted by the likes of LinkedIn and ZoomInfo, as well as startups such as LeadIQ and 6Sense that are valued in the billions. UserGems however, has proven that it knows where the challenges lie ahead and pay particular attention to former customers. To stay ahead of the game, it must now focus on expanding its own customer base.
Freddie
Company Specialist at Welcome to the Jungle
Insights
32% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2021
$20m
SERIES A
Jul 2021
$2.4m
SEED
Total funding: $25m
Company benefits
- 100% paid health, dental & vision
- Home office & tech stipend
- Unlimited paid time off
- 401K
- Bi-annual team off-sites
- Professional development
Company HQ
Potrero Hill, San Francisco, CA
Leadership
Christian Kletzl
(CEO)Previously Co-Founder ShelfFlip and SmartHires, Product Manager at Google and Premium Field engineer at Microsoft.
Stephan Kletzl
(CTO/DPO)Previously Data Protection Officer at Novogenia, Co-Founder ShelfFlip and SmartHires.
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