Granum

Customer Success Manager

Granum

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

JuniorMid-Level

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
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)