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

Gamma Communications plc is a leading supplier of communication services in the UK, German, Spanish and Dutch business markets. It is admitted to trading on AIM and employs approximately 1,900 people. With a range of UCaaS, mobile and connectivity services, Gamma provides robust and secure solutions that enable organisations to communicate, collaborate and offer a better customer experience.Gamma’s largest market is in the UK where the company’s network-based services are supplied to SME, Public Sector and Enterprise markets through a network of 1000+ channel partners and its own direct sales and support capabilities. Gamma is expanding its UCaaS presence in Europe with a suite of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.Gamma’s vision is for a better-connected world in which we can work smarter for the benefit of business, people, and the planet by developing a strong and sustainable pan-European product set, building a leading position in the UCaaS and CCaaS markets.For more information about Gamma and its comprehensive range of services, please visit http://www.gamma.co.uk .

📋 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