Customer Success Manager I

Location: Fully Remote
Job Type: Full Time

Customer Success Managers engage our customers to drive Strike Graph’s GRC platform adoption and demonstrate ongoing value. CSMs are critical to the function of the platform by onboarding new customers, engaging clients throughout their compliance journeys, driving ongoing adoption, identifying and supporting renewals and upsells. This role functions at the center of the Strike Graph organization, by transitioning them from the sales team, to provide insight into our customers’ experience with our product. CSMs provide our product team with valuable input as they develop new product features and enhancements. Collaboration and communication are key aspects of this role.

Core Responsibilities & Objectives:

• Drive retention and growth among our customers by understanding their business needs and helping them succeed in meeting their goals. Managing the Customer through their unique compliance journey.
• Identifying customers that are losing their excitement of their compliance goals and bringing your own creative or organizational support to get the customer back on track.
• Enable successful implementation of Strike Graph’s product for our customer’s compliance team, including sharing and developing relevant assets, brainstorming ideas, and attending launches virtually.
• Manage customers’ audit experience, and act as the liaison and coordinator between the customer and audit team or audit partner.
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
• Identify opportunities for customers to act as Strike Graph advocates (e.g. testimonials, case studies).
• Support customers, renewals, and right-sized expansion opportunities.
• Collaborate closely with Product to support the rollout of new product features and enhancements.
• Sheppard resources across the Strike Graph organization as needed to support customers’ needs.
• Represent the voice of the customer to inform our sales process and product roadmap.
• Identify and execute upsell and expansion opportunities, ensuring seamless and smooth execution
• Attends events/conferences if the opportunity arises
• Able to make a cadence of activities to drive customer engagement (phone, email, LinkedIn)

Experience & Qualifications:

• Demonstrated experience in a Customer Success, Relationship Management, Account Management, or similar role
• Experience working with complex organizational structures, such as large enterprises customers
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Results-driven mentality, with a bias for speed and action
• Strong analytical skills, with the ability to translate data into insights.
• Comfort in a startup environment - we move quickly and wear many hats in a dynamic environment
• Proficient in Salesforce, Zoom, Intercom, Jira, and other tools for use in presenting QBRs for customers

Inclusion Statement

We are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affi liation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

Salary Range

The salary range ($61,000 - $79,000) reflects the minimum and maximum target for salaries for the position across all US locations. Within the range, individual pay is determined by job-related skills, experience, and relevant education and/or training.

To apply, please email your resume and cover letter to people@strikegraph.com.