Gravyty

Customer Success Manager

• Own a large portfolio of small to mid-sized business accounts
• Engage customers through automated communications, success reviews, strategic check-ins and campaigns
• Monitor usage and customer health to trigger timely interventions
• Collaborate cross-functionally to resolve issues and deliver customer value
• Identify churn risks and expansion opportunities, surface cross-sell opportunities to Sales

Customer Success Manager – SMB

Solutions Engineer

• Partner with sales and CS to understand business goals
• Design scalable solutions based on platform capabilities
• Create solution documentation and integration architecture
• Stay up to date on product roadmap and capabilities
• Conduct discovery and requirements gathering
• Architect customer-specific solutions
• Document and present solution plans
• Collaborate with implementation and CS teams

Solutions Architect

• Lead, coach, and manage a team of Customer Success Managers
• Own customer retention, renewal, and expansion outcomes across segments
• Set customer success strategy, segmentation, and engagement models
• Establish success metrics, health scores, and operating rhythms
• Partner with Sales on handoffs, renewals, and expansion opportunities
• Collaborate with Product, Support, and Marketing to address customer needs and feedback
• Identify churn risks and drive proactive mitigation strategies
• Scale processes, playbooks, and tooling to support growth
• Build strong relationships with key Customer decision makers and act as a point of escalation as needed

Customer Success Manager – SMB

Solutions Architect

Director, Customer Success