Customer Success Associate
Identiq
Enterprise Customer Success Manager
Grayscale Investments
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage a portfolio of Enterprise Accounts, serving as the face of Grayscale for these valued customer relationships.
- Run Business Reviews for our higher tier customers to help drive value for our customers; strategically use data and insights to surface opportunities and make actionable recommendations that inform the growth and long-term success of the partnership.
- Proactively engage with clients to identify and surface opportunities for optimization, expansion, and upsell opportunities.
- Monitor customer usage and adoption of our platform, identifying potential areas for improvement and offering proactive recommendations.
- Become a product expert in the Grayscale platform with the ability to advise on specific use cases given the customer’s pain points.
- Act as a trusted advisor to customers, offering strategic guidance and best practices to help Talent Acquisition / HR leaders and recruiters achieve their desired outcomes.
- Leverage technology tools and automation to deliver personalized, targeted communications and resources to empower and educate customers at scale.
- Onboard new customers, and provide ongoing training and support to customers, helping them leverage our platform's features and functionalities effectively.
- Track and report on key metrics related to customer health, satisfaction, and retention.
- Provide feedback and partner with the Product team to ensure successful adoption with our product and to incorporate the customer voice as we continually evolve our product roadmap.
- Collaborate closely with all internal teams, including sales, marketing, product development, and support, to ensure a seamless customer experience.
Requirements
- 3+ years of experience in customer success in SaaS; experience in recruiting and/or human resources technology strongly preferred
- True empathy for our customers (corporate recruiters) and their customers (candidates).
- Deep understanding of different customer personas and goals within their role (recruiters, recruiting coordinators, talent managers, HRIS specialists, HR professionals, and customer onboarding teams).
- Strong interpersonal, relationship-building and listening skills, and a proven track record of success driving customer adoption and retention.
- You don’t need to have all the answers, but we’ll need you to learn quickly and think creatively.
- Feedback isn’t encouraged, it is expected! Your expertise is valuable and critical to our customers’ and Grayscale’s success!
- Excitement for proactively tackling and building processes around new challenges: you enjoy problem-solving, have a keen attention to detail, and are motivated to drive ongoing team improvement.
- Organized, process-driven and motivated to help others hit their goals.
- Experience with Salesforce, Intercom, and/or Slack is a major plus; Experience with ChurnZero preferred.
Benefits
- Capital-Efficient Growth: Grayscale is a capital-efficient business with a clear line of sight to becoming cash flow positive. We’re growing in a fast-paced, healthy, and sustainable manner, supported by a board and investors who believe in our vision and approach. Our lean and agile structure allows us to make impactful decisions quickly, driving the business forward without unnecessary bureaucracy.
- Balanced and Supportive Environment: We value family, balance, and personal growth. At Grayscale, you’ll find a culture that supports your professional development while also respecting your time and commitments outside of work. We believe that when our team members thrive personally, they bring their best selves to work.
- Impactful Work with Leading Brands: Join a team that is revolutionizing the frontline experience for some of the world’s most recognized brands like QuikTrip, Acuity, and Chewy. Your work will directly impact how these companies engage with their frontline teams, creating more meaningful and effective interactions.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successSaaSdata analysiscustomer adoptioncustomer retentiononboardingtrainingprocess improvementproblem-solvingmetrics tracking
Soft skills
empathyinterpersonal skillsrelationship-buildinglistening skillscreativityfeedback acceptanceattention to detailorganizationmotivationstrategic guidance
