Customer Success Manager, Grata
$70-75k
Plus equity and variable pay based on goals and quota attainment
Search engine to find & research private companies
Open for applications
Search engine to find & research private companies
21-100 employees
Open for applications
$70-75k
Plus equity and variable pay based on goals and quota attainment
21-100 employees
Company mission
Grata's mission is to unlock the middle market by providing unparalleled information and access to drive the private economy.
Role
Who you are
- You have 2-3 years of experience in a customer-facing role
- Possess strong phone, written and verbal communication skills with excellent presentation skills
- Proven proficiency in customer retention and ability to work independently
- Successful candidates will be: innovative, persuasive, creative and have a genuine curiosity in their clients’ business. Goal and results-oriented, optimistic, smart, value added mindset, proactive and easily adapts to change
- Ensure each client understands the ROI/value Grata delivers to their business through Executive Business Reviews and check-in calls that align to our client’s business goals and objectives
- Identify and forecast 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
- Achieve/exceed target KPIs including but not limited to: renewal %, upsell %, monthly active usage, and NPS
- Excellent written and verbal communication skills
- You have excellent computer skills, including a high degree of proficiency in MS Office, G-Suite, Zoom, HubSpot or other CRM tools, and Slack
- You like a fast-paced environment and are not afraid to go the extra mile to get the job done right
- Must work well within a team environment
- You embrace our values. You’re thoughtful, selfless, and responsive
What the job involves
- As a CSM, you will be responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and driving ROI, leading to strong renewals and growth opportunities
- The CSM will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted advisor
- 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
- Maintain a revenue base by managing account retention and renewal and drive upgrade revenue through increased product adoption and increased usage
- Maintain strong relationships with customers and ownership of customers’ success measured through renewal rate, NPS and other metrics that measure customer ROI
- Proactively identify account risks and drive mitigation strategies
- Provide expert customer insight to Product, Marketing and Sales on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, and high renewal rates
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
Our take
Grata offers investors a way of locating and targeting private companies through its B2B search engine. The engine leverages Machine Learning (ML) and Natural Language Processing (NLP) to collect distributed company data, giving potential stakeholders greater insight into middle market businesses.
It’s remarkable that, despite the middle market making up 99% of all US businesses, it’s long been a very difficult sector to gain any real insight or access to. Now that millions of small and medium enterprises (SMEs) are going online however, a solution like Grata’s makes it much easier to find key information as investors weigh up their options.
While the likes of SourceScrub, which focuses on the financial services industry, is also making inroads in the B2B search engine niche, the fact that Grata is both industry non-specific and market-focused could play to its advantage. That being said, it also scales up the challenge for the company’s tech to provide actionable insights for dealmakers.
With plenty of funding at its back, the company is looking to continue to refine its machine learning capabilities moving forward. It has also been working to expand its customer list, which already included the likes of Providence Equity, Denali Growth Partner, and One Medical.
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 3 rounds)
Feb 2022
$25m
SERIES A
Apr 2021
$6.3m
SEED
Total funding: $34.5m
Company benefits
- Company-sponsored health, dental, and vision plans
- Flexible Time Off
- 12 weeks of parental leave for all employees
- Stock options for all employees
- 401K plans
- Weekly happy hours
- Monthly lunch and learns
- Hybrid work environment
- Dog-friendly office
- Monthly social events
Company values
- Excellence – Grata has a history of delivering at every level. People trust us because when we set goals, we achieve them. When we encounter challenges we learn from them and improve
- Transparency – We focus on clear goals. We address company issues out in the open within our organization. Everyone is held accountable in a positive, constructive way
- Growth – We succeed because we're growth-minded and nimble. Wins at Grata are celebrated then built-upon; losses are analyzed then addressed. If something isn’t working we pivot. We’re always comfortable experimenting with new areas of opportunity
- Community – Grata’s community is a place where we share knowledge and ideas with each other, customers, investors, and partners. This builds trust, which builds lasting relationships. Everyone contributes to the shared vision
Company HQ
Midtown Manhattan, New York, NY
Articles
Leadership
Andrew Bocskocsky
(CEO)Before co-founding Grata in 2016, they founded and led Gramercy360, a technology consulting, strategy and development firm.
Nevin Raj
(COO)Private equity, investment banking and business analyst who, before co-founding Grata, spent periods at investment firms Riverside Partners and Jefferies, as well as McKinsey & Company.
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