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Gravity Sketch · 2 months ago

Enterprise Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

Gravity Sketch is transforming how creative teams realize their vision through their innovative platform. The Enterprise Customer Success Manager will play a crucial role in ensuring key accounts derive maximum value from the product, building strong relationships and collaborating across teams to drive customer success.

3D TechnologyAugmented RealityIndustrial DesignProduct DesignVirtual Reality

Responsibilities

As an Enterprise CSM, you will focus exclusively on our key accounts like Ford, GM and John Deere etc. These accounts are crucial for our success and our goal is to become a standard software for these organisations (think Adobe photoshop/illustrator)

Own your accounts. Take responsibility for their success, and work across Gravity Sketch to ensure the customer’s success. You will form a pod with an Account Executive and Lead Consultant for each account, to ensure that you are well supported in expanding the accounts and have access to industry experts to help you navigate each of the accounts

Build close relationships with our customers, from the end users (designers, modellers etc) through to the senior management of the companies (Directors + VPs). Partner with senior stakeholders to develop a mutually agreed-upon success plan, outlining the challenges/opportunities they bought Gravity Sketch for

Teach/train customers how to leverage product features, strengthening their knowledge & confidence in using the tool. Bring in our team of experts if you need support and the customer wants to go deeper with a trained professional in their field

Use both quantitative and qualitative data to identify insights and drive actions within your accounts

Build relationships with cross-functional teams such as Sales, Product, Engineering and Marketing and leverage these to achieve success for you customers. You will be the voice of the customer internally informing other functions on how our customer use GS, how we can best support them and how we can maximise value for them

Collate and communicate product feedback based on personal experience & on insights gained from customers

Actively contribute to the analysis, planning and execution of CS processes to help us lay the foundation for the CSM function

Qualification

Enterprise customer successAccount managementData analysisVR experienceProduct design softwareCuriosityCommunicationAttention to detailSelf-drivenTeamwork

Required

Considerable experience working in an enterprise customer success environment

Previously responsible for the growth and churn of a BOB

Organisation: Excellent structure and organisation, with strong attention to detail

Self-driven: Able to hit the ground running and execute quickly once we have aligned on a plan. Self-driven to learn, to set targets, and able to work under limited supervision

Passion and curiosity: Avid interest in VR, design and understanding how different products are made, curious personality and enjoys digging deep to understand and solve a problem

Grit: Positive attitude, and strong team working skills and hungry for success, not afraid to roll up sleeves and help out wherever needed

People-oriented: Excellent communicator

Preferred

Ideally but not required: experience with software in the product design workflow (Gravity Sketch, CAD, Illustrator, Photoshop, etc.) and/or footwear-focused design degree

Located on the East Coast US