Senior Customer Success Manager, UserGems
AI command center for outbound & ABM
Job no longer available
AI command center for outbound & ABM
101-200 employees
Job no longer available
101-200 employees
Company mission
To help companies identify the warmest paths to win more deals.
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
For modern sales and marketing teams, disconnected tools and scattered data can mean they aren't always on the same page - stalling revenue growth for their businesses. UserGems uses AI to act as a "command center" for these teams, making sure that every employee, and every AI agent, is working from the same source of truth.
Founded in 2019, UserGems began by helping B2B teams connect with potential customers more effectively, utilising data mapping and machine learning to do so. It has found incredible success in this venture, securing strong funding and serving the likes of Mimecast, Workday, Sendoso and Docebo. Its 2026 repositioning sees it bring together signals, scoring and execution - reflecting, the company says, how teams are using the platform today.
The sales lead data industry is a competitive one, and many aspects of UserGem’s business model have been adopted by the likes of LinkedIn and ZoomInfo. This is why its repositioning is important, seeing the company find its place in the sector and prove it can adapt to what its customers need.
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 & Co-founder)Previously Co-Founder ShelfFlip and SmartHires, Product Manager at Google and Premium Field engineer at Microsoft.
Stephan Kletzl
(CTO/DPO & Co-founder)Previously Data Protection Officer at Novogenia, Co-Founder ShelfFlip and SmartHires.
Share this job