Customer Success Manager

Overview

Grata is the leading private market dealmaking platform. We make it easy to find, research, and engage with private companies. Our platform has the most comprehensive, accurate, and searchable proprietary data on private companies, their financials, and their owners.

We help leading investors (PE/growth), investment bankers, management consultants, and corporate development teams discover and win more deals. Grata has over 700 customers and has been widely recognized as the market leader by G2, PE Wire, and more.

We are looking for a Customer Success Manager to join our team! The ideal candidate should have a proven track record of account management, maintaining high customer renewal rates as a result of outstanding customer engagement at all levels of their clients’ organizations. As Grata’s lead contact for your assigned accounts you are responsible for ensuring high levels of customer satisfaction and driving customer  ROI, becoming  a trusted advisor to each of your clients. Your primary goal  will be driving commercial success across your accounts.

Grata is a hybrid company, which means our employees work from our NYC office (near Bryant Park) on Mondays, Tuesdays and Thursdays.

At Grata, we will expect you to:

• Combine commercial and engagement strategies throughout each client’s annual life cycle to achieve consistent growth in your book. Your targets will be set to maintain the high growth nature of our business, generally 10-15% annually. 
• Perform initial onboarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime.
• Serve as the primary contact for customers to resolve questions over email/phone, perform periodic customer success reviews that confirm satisfaction, resolve issues and bugs with the help of the Product and Engineering teams, and expand Grata use throughout the account.
• Grow your revenue base by maximizing account retention as well as renewal and upgrade revenue through increased product adoption, cross sales of new product modules, and increased user counts.
• Maintain strong relationships with customers across varied personas: users, champions and decision makers measured through engagement scores, NPS, and recorded customer feedback.
• Proactively identify account risks and drive churn mitigation strategies, bringing together the appropriate team members from within Grata to achieve consistently high client health scores.

What we are looking for:

• You have 3-5 years of experience in a customer-facing role, with commercial experience managing renewals and upsells.
• You have experience managing key/enterprise level accounts, or managing customers across different product lines.
• Proven proficiency engaging directly with customers and working independently.
• Successful candidates will be: innovative, persuasive, creative and have a genuine curiosity in their clients’ business. They will be goal and results-oriented, optimistic and smart, with a value added mindset, a proactive approach to the role and the ability to adapt to change.
• Experience developing and delivering value added communications including the ROI Grata delivers. Examples include; executive business reviews, user check-in calls, and regular touch points with key influencers.
• Demonstrable success identifying  and forecasting risk as well as growth opportunities within your book of business.
• Confident, high energy, self-motivated and a true team player.
• Well-organized, with a high attention to detail, you are a resourceful problem solver and can manage multiple work streams.
• A track record of exceeding target KPIs including but not limited to: renewal %, upsell %, monthly active usage, and NPS
• You embrace our values. You’re thoughtful, selfless, and responsive.
• Added bonus, but not necessary, to have experience managing customers on data products (APIs, data warehouses, etc)

Benefits & Perks:

• Medical, dental, vision plans: we offer plans with 80% coverage of premiums for employees
• Company-sponsored lunch through Grubhub on a weekly basis
• Unlimited PTO policy 
• Flexible Work Location (FWL) policy that allows you to work from home 24 days of the year
• Other benefits: 12 weeks of parental leave, 401k, pre-tax commuter benefits, dog-friendly office

Grata is committed to providing competitive cash compensation and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in New York City, the estimated total compensation for this role is $100,000 - $110,000 per year.

Grata is proud to be an Affirmative Action, Equal Opportunity Employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Grata considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Grata is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. 

If you need assistance or an accommodation due to a disability, please let your recruiter know. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.