Manager of Customer Success

GRIN is looking for a highly motivated, driven and organized leader to manage and mentor our Customer Success Managers. As a Manager of Customer Success you will continue to build and scale the Customer Success team and help shape the GRIN experience for hundreds of our customers. At this stage we are looking for leaders that don’t mind implementing a few customers themselves and gain a deep understanding of our product and solutions. You should have a proven track record of success with an amazing ability to connect with people and motivate them to do their best work.

GRIN is the #1 influencer marketing software solution in the world. Focused on providing authenticity at scale, GRIN helps brands manage thousands of direct influencer relationships at a time, cutting out the “middleman” seen in legacy influencer networks. Advanced tools such as the world's largest database of influencers, automated email outreach and follow-up, campaign management, the industry’s leading influencer CRM, and deep analytics with sales tracking, power the influencer marketing programs of the fastest growing consumer brands in the world.

While GRIN is headquartered in Sacramento, CA, this position has the ability to be fully remote. GRIN has a Remote First work policy, meaning remote, or "work from home", is the default.

Primary Responsibilities

• Build and lead a world-class customer success management team, expect to hire 3-5 CSMs over the next 6 months
• Develop innovative programs to improve retention and reduce churn
• Work closely with the Customer Success leadership team on programs and initiatives that improve the experience at each stage of the customer journey
• Drive operational practices to track metrics and performance of teams and individuals
• Work cross-functionally with support, product management, marketing, and sales
• Create quarterly goals personally and for each of your team members
• Provide real-time feedback on areas of opportunity for your CSMs and recognize wins and positive behaviors
• Work closely with the VP of Customer Success to align on strategies, renewal forecasting, coverage plans, and account opportunities

Experience & Requirements:

• 5+ years in Customer Success at a SaaS company
• 1-3 years experience in leadership / people management
• Proven experience leading teams, driving new and expansion sales, increasing software adoption and leveraging customer success best practices
• Proven ability to develop strategies, translate them into initiatives and track success
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, and planning
• Able to be flexible at responding to evolving business priorities and dealing with ambiguity
• Able to collaborate across the organization and with external stakeholders
• Strong operational skills that will drive organizational efficiencies and customer satisfaction
• Proficient with various software tools including Salesforce, Pendo, Zendesk and Excel
• Willingness to professionally address escalated customer issues with speed and urgency
• All other duties as assigned

Benefits:

• Competitive salary
• 16 days of PTO + 10 Sick Days + paid holidays
• Medical, Dental, and Vision insurance
• Home Office set up
• Employee Stock Option Program
• Paid Child Bonding
• 401k Program plus match
• Professional Development Opportunities
• Tons of growth opportunity