Granum

Customer Success Manager

Granum

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Directly responsible for renewals and expansion and collaborating closely with team members to generate these opportunities
  • Create and monitor customer health metrics to identify potential churn risks, and accounts that need assistance receiving full value from SingleOps.
  • Audit customer adoption trends in ChurnZero to pinpoint product experiences that need simplification.
  • Manage NPS process from start to finish. Working with detractors to improve their SingleOps experience.
  • Represent the voice of the customer as SingleOps evaluates core product, marketing, and sales processes
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
  • Acting as an advocate between the company and a number of named enterprise and strategic accounts
  • Develop a process for low touch accounts to ensure engagement and overall success, including weekly webinars and automated communication cadences

Requirements

  • Bachelor of Arts (BA) or Bachelor of Science (BS) degree
  • Ideally 2+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
  • Impressive executive presence and exceptional communication skills, highly organized, collaborative, and detail oriented
  • Ability to create structure in ambiguous situations and design effective processes
  • Bias for action
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Implementation)
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Results-driven mentality, with a bias for speed and action
  • Strong analytical skills with the ability to translate data into insights. Experience with Excel preferred
  • Comfort in a small company where we move quickly and wear many hats in a dynamic environment
Benefits
  • In the U.S., we offer comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add ons like HSA/FSA accounts, disability and life insurance, and more.
  • In Canada, we provide an employer-funded HSA-based benefits plan with drug, dental, and mental health coverage - giving you a flexible way to manage your healthcare needs.
  • We're committed to your financial future, with 401(k) matching for U.S. employees and RRSP matching for those in Canada.
  • We invest in your growth through tailored career development conversations and support for tools, courses, and resources to help you thrive.
  • And when it comes to work-life balance? We offer unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1 - so you can truly recharge.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer health metricschurn risk identificationcustomer adoption trendsNPS process managementdata translation into insightsExcel
Soft Skills
executive presencecommunication skillsorganizational skillscollaborationdetail orientedprocess designrelationship buildingempathyresults-driven mentalityanalytical skills
Certifications
Bachelor of Arts (BA)Bachelor of Science (BS)