Customer Success Manager

Job not on LinkedIn

🕒 April 17

🗽 New York – Remote

🗽 New York – Remote

💵 $125k - $235k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Gamma

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Gamma is a leading supplier of communication services in the UK, German, Spanish, and Dutch business markets. With a wide range of UCaaS, mobile, and connectivity services, Gamma provides robust and secure solutions designed to enhance communication and collaboration for organizations. The company’s offerings include SIP trunking, hosted voice, and a variety of managed services tailored for SMEs, public sector entities, and enterprises. Gamma operates a vast channel partner network and is dedicated to expanding its presence in Europe, focusing on delivering efficient business communication solutions while promoting a more connected world.

📋 Description

• Own customer health, gross retention, and net dollar retention across your portfolio, with a focus on preventing churn before it happens • Design and lead onboarding and training programs for new accounts, ensuring successful deployment, deep product adoption, and internal champions who drive expansion • Build playbooks for common customer journeys and develop one-to-many programs that efficiently serve a growing customer base • Navigate complex stakeholder relationships and conduct executive business reviews that quantify Gamma's impact on customer workflows • Partner with Sales to identify and convert high-potential accounts, maintaining ownership of the customer relationship post-sale • Channel customer feedback to Product and Design on features and use cases that unlock enterprise value

🎯 Requirements

• 5+ years of B2B SaaS experience in Customer Success, Account Management, or a similar customer-facing role, with a strong track record of meeting or exceeding retention and expansion goals • Startup experience, preferably at PLG companies managing the transition from self-serve to sales-assisted motion • Proven ability to manage both high-touch strategic accounts and scaled customer programs, with the resourcefulness to navigate ambiguity in a high-growth environment • Data-driven approach to customer health, with comfort discussing technical concepts like APIs and SSO with stakeholders • Active AI user who experiments with new tools and can articulate AI best practices to customers, with the range to context-switch between executive communications and hands-on user training • SQL knowledge or familiarity with data analysis, a background in design software, or experience building CS operations from scratch **(Nice to have)**

🏖️ Benefits

• Benefits & equity