Customer Success and CRM Manager

Who You Are

• Customer-focused. You are passionate for finding outstanding solutions to delight and surprise customers. You are committed to exceed both internal and external customer expectations.
• Dynamically Flexible. You thrive on doing different tasks and look forward to new challenges.
• Innovatively Efficient. You constantly look for ways to make things easier for everyone.
• Meticulous. You are thorough, have a high attention to detail with superior organizational skills to ensure things are done correctly with exceptional quality.
• Quick Learner. You learn duties and requirements of the job within the first three months.
• Team Player. You work well both individually and in team environments.
• Positive and Enthusiastic. You are hardworking, persistent, and dependable, brimming with ideas and hustle.

What You’ll Do

The Customer Success & CRM Manager is responsible for ensuring customers achieve their desired outcomes while using Grace Technologies products and/or services. The primary goal is to build strong customer relationships, drive product adoption, and maximize customer retention and growth. They will also be responsible for ensuring accurate data and general optimization of the CRM platform. This position will collaborate closely with our Sales, Product, Marketing and Support teams to enhance the customer journey, improve engagement, and maximize long-term success.

Customer Success & Relationship Management

• Customer Onboarding: Develop, refine, and oversee a seamless onboarding process. Guide new customers through setup and implementation to ensure quick time-to-value.
• Engagement & Retention: Proactively monitor customer usage, satisfaction, and feedback to encourage product adoption, prevent churn, and manage renewals. Conduct regular check-ins to drive engagement and address concerns.
• Relationship Management: Serve as the primary point of contact for customers, acting as a trusted advisor and advocate. Collaborate cross-functionally to resolve issues and champion customer needs.
• Value Realization: Provide best practices, insights, and tailored recommendations that help customers achieve their business goals with both GraceSense IIoT and Proxxi by Grace.
• Renewals & Expansion: Identify upselling and cross-selling opportunities and collaborate with Sales to ensure continued growth and success within existing accounts.

CRM Administration & Optimization (HubSpot)

• CRM Management & Maintenance: Configure, update, and maintain the HubSpot CRM to ensure data integrity, accurate record-keeping, and operational efficiency.
• Data Integrity & Hygiene: Regularly audit customer records to ensure completeness, deduplicate entries, and maintain accurate data for reporting and analytics.
• Process Optimization & Automation: Develop, refine, and implement workflows, automations, and integrations that streamline internal processes and improve team efficiency.
• User Support & Training: Provide training and support to internal teams on CRM best practices, workflows, and reporting tools, ensuring high adoption rates.
• Security & Compliance: Manage user permissions, data security, and regulatory compliance (e.g., GDPR, CCPA) within the CRM environment.

Reporting and Analytics

• Customer Success Metrics: Track, analyze, and report on key metrics (e.g., retention rate, Net Promoter Score, customer health score) to inform strategic decision-making and improve customer outcomes.
• Sales & Marketing Performance: Create dashboards and reports that offer real-time visibility into sales pipelines, marketing campaign effectiveness, and account health.
• Data-Driven Insights: Leverage analytics to identify trends, forecast churn risk, and recommend corrective actions for both customer success initiatives and CRM improvements.
• Stakeholder Communication: Present periodic updates and recommendations to senior leadership, highlighting successes, risks, and opportunities for process improvement.

Cross Functional Collaboration

• Sales Alignment: Partner closely with Sales to provide visibility into leads, pipeline status, and feedback loops that enhance acquisition and retention strategies.
• Marketing Coordination: Work with Marketing to develop campaigns, content, and automated nurture workflows targeting both new and existing customers.
• Product & Engineering Liaison: Communicate customer feedback and usage patterns to Product and Engineering teams, influencing product roadmap and feature development.

What You’ll Need

• Bachelor’s degree in Business, Marketing, Information Systems, or a related field.
• 2 years of experience in Customer Success, CRM Administration, Sales Support, or a related role.
• Experience working with subscription-based products, recurring revenue models, or industrial technology solutions is a plus.
• Experience with customer onboarding, training, and retention strategies preferred.
• Proficiency in Microsoft Word, Excel, and Outlook with experience generating reports and tracking customer engagement.
• High-level understanding of customer success principles, customer onboarding best practices, and CRM data management.
• Strong time management skills with the ability to multi-task, prioritize, and manage multiple customer relationships and data workflows effectively.
• Analytical and technical competency, with the ability to interpret customer usage data and optimize CRM processes.
• Proficiency in Microsoft Word, Excel, and Outlook with experience generating reports and tracking customer engagement
• Hands-on experience with ERP and CRM systems (e.g., HubSpot, Salesforce, or similar), including data entry, automation, and reporting.
• Strong communication and problem-solving skills, with the ability to collaborate across teams and drive customer engagement.
• Possess a valid US Driver’s License
• Ability to travel up to 25% annually.

Benefits & Perks

• Vacation upon starting and flexible working schedules
• Safe Harbor 401(k) plan
• Annual Wellness Reimbursement Program or Gym Membership Provided
• Profit Sharing Opportunities
• Medical/dental/vision/life/disability insurance packages to fit your needs.
• Entrepreneurial Environment. Flexibility and ability to build a world-class business.
• Regular company events including family friendly outings
• Ample supply of free snacks, drinks, fruit, and gourmet coffee daily for onsite employees

Who We Are

Grace Technologies is the thought leader in electrical safety product solutions. The GracePort® product is the single most popular panel interface connection used in industry today, the product category of Permanent Electrical Safety Devices (PESDs) was pioneered by Grace. Moving forward, the new GraceSense™ product line is a marriage of preventative maintenance technology and personnel safety techniques. The company’s products are available around the globe via a distribution network and sales presence in 60 countries.

Grace is consistently recognized as one of Iowa's Top Workplaces by The Des Moines Register.

https://topworkplaces.com/publication/desmoinesregister/grace-engineered-product/