Customer Success Associate, Grata
$70-85k
+ Stock options + Equity
Search engine to find & research private companies
Be an early applicant
Search engine to find & research private companies
101-200 employees
Be an early applicant
$70-85k
+ Stock options + Equity
101-200 employees
Company mission
To unlock the middle market by providing unparalleled information and access to drive the private economy.
Role
Who you are
- This is an entry level position, perfect for someone with 1-2 years of industry experience looking to build a career in SaaS. The position is based in New York, operating on a hybrid work model with 3 days a week in our Bryant Park office
- You have 1-2 years of experience in a customer-facing role
- Possess strong phone, written and verbal communication skills with excellent presentation skills
- 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. Focus on creating automation and content used across the entire book of business
- 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
- You like a fast-paced environment and are not afraid to go the extra mile to get the job done right
- You embrace our values. You’re thoughtful, selfless, and responsive
- Experience working with clients in investing or banking industries is a plus, but not a requirement
What the job involves
- We are looking for a Customer Success Associate who understands the value of nurturing customer relationships, at scale. You will be responsible for engaging with a large portfolio of customers on their post-sales journey, driving user adoption and satisfaction to help support high retention on Grata’s Emerging Growth segment. Creative, energetic, and self-driven, you understand the customer and their use cases and can act as their trusted partner to help them maximize value
- Perform initial onboarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
- Serve as the primary contact for customers; resolving questions over email/phone, performing periodic customer reviews that confirm satisfaction, resolving issues and bugs with the help of the Product and Engineering teams, and expanding Grata use throughout the account
- Function as the voice of the customer to Product, Marketing and Sales on what innovation and continuous improvement is needed to better serve our customers
- Leverage high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their business
- Develop, test and iterate on scaled customer success playbooks and engagement strategies
- Effectively manage time focusing on essential activities to ensure customer satisfaction, and collaborate with Account Manager to drive account renewal, and account growth
- 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
Grata offers investors a way of locating and targeting private companies through its B2B search engine. The engine leverages Machine Learning (ML) and Natural Language Processing (NLP) to collect distributed company data, giving potential stakeholders greater insight into middle-market businesses.
It’s remarkable that, despite the middle market making up 99% of all US businesses, it’s long been a very difficult sector to gain any real insight or access to. Now that millions of small and medium enterprises (SMEs) are going online, however, a solution like Grata’s makes it much easier to find key information as investors weigh up their options.
While the likes of SourceScrub, which focuses on the financial services industry, are also making inroads in the B2B search engine niche, the fact that Grata is both industry-non-specific and market-focused could play to its advantage. That being said, it also scales up the challenge for the company’s tech to provide actionable insights for dealmakers.
With plenty of funding at its back, the company is looking to continue to refine its machine-learning capabilities moving forward. It has also been working to expand its customer list, which already includes the likes of Providence Equity, Denali Growth Partner, and One Medical.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Feb 2022
$25m
SERIES A
Apr 2021
$6.3m
SEED
Total funding: $34.5m
Company benefits
- Company-sponsored health, dental, and vision plans
- Flexible Time Off
- 12 weeks of parental leave for all employees
- Stock options for all employees
- 401K plans
- Weekly happy hours
- Monthly lunch and learns
- Hybrid work environment
- Dog-friendly office
- Monthly social events
Company values
- Excellence – Grata has a history of delivering at every level. People trust us because when we set goals, we achieve them. When we encounter challenges we learn from them and improve
- Transparency – We focus on clear goals. We address company issues out in the open within our organization. Everyone is held accountable in a positive, constructive way
- Growth – We succeed because we're growth-minded and nimble. Wins at Grata are celebrated then built-upon; losses are analyzed then addressed. If something isn’t working we pivot. We’re always comfortable experimenting with new areas of opportunity
- Community – Grata’s community is a place where we share knowledge and ideas with each other, customers, investors, and partners. This builds trust, which builds lasting relationships. Everyone contributes to the shared vision
Company HQ
Midtown Manhattan, New York, NY
Articles
Leadership
Andrew Bocskocsky
(Co-Founder & CEO)Before co-founding Grata in 2016, they founded and led Gramercy360, a Technology Consulting, Strategy and Development firm.
Nevin Raj
(Co-Founder & COO)Private Equity, Investment Banking and Business Analyst who, before co-founding Grata, spent periods at investment firms Riverside Partners and Jefferies, as well as McKinsey & Company.
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