Senior Customer Success Manager

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Gravitate

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚡ Energy

☁️ SaaS

📦 Logistics

💰 Corporate round on 2024-08

Energy • SaaS • Logistics

Gravitate is an AI-native software platform that connects and optimizes the refined fuels supply chain. It provides real-time supply optimization, autonomous dispatch, a transportation management system purpose-built for fuel haulers, an integration hub (Crossroads) for sharing inventory/orders/ETAs across refiners, terminals, carriers and retailers, an online selling platform for bulk fuel, and a rules-based pricing engine. Gravitate's products aim to automate sourcing, pricing, freight billing and dispatch workflows so fuel operators capture more margin and reduce manual coordination.

📋 Description

• Own ongoing customer relationships and outcomes for a portfolio of high-touch, complex, and strategic accounts • Build trusted relationships with executive sponsors, operational leaders, administrators, and day-to-day users • Build and maintain account and success plans tied to customer objectives, adoption priorities, health, and measurable results • Diagnose adoption barriers and guide customers through workflow and process change • Coordinate training and enablement to support customer self-sufficiency • Monitor customer health using product usage, stakeholder engagement, support trends, and survey feedback • Lead mitigation and recovery plans across Customer Success, Delivery, Support, and Product • Coordinate with Sales on renewals, retention risks, and expansion opportunities while Sales owns commercial negotiation and close • Lead QBRs and EBRs using customer-specific data and outcome progress • Ensure complex implementations transition cleanly from Delivery into Customer Success • Drive post-sale adoption and customer value realization • Capture customer feedback to influence Product, Delivery, Support, and enablement priorities • Run the NPS survey program and detractor follow-up for assigned accounts • Orchestrate internal teams around customer outcomes and drive follow-through • Help refine customer segmentation, health scoring, success plans, QBR standards, risk playbooks, and reporting • Coach and mentor CSMs and share best practices

🎯 Requirements

• Bachelor’s degree or equivalent practical experience • 5–7 years of experience in Customer Success, Account Management, Professional Services, Consulting, or another strategic client-facing role • 3+ years managing complex, high-touch, enterprise, or high-value customer accounts with multiple stakeholders • Demonstrated success driving adoption, customer health improvement, retention, renewal readiness, and expansion identification • Experience leading customer recovery, change-management, or multi-team execution in complex environments • Experience creating success plans, QBRs/EBRs, health scoring, risk mitigation plans, or scalable Customer Success playbooks • Experience coaching or mentoring peers or junior team members, formally or informally • Ability to build trusted relationships with senior customer stakeholders and influence decision-making across business, operational, and technical audiences • Strong commercial acumen and ability to balance customer advocacy, retention risk, and business outcomes while coordinating with Sales on renewals and expansion • Strong analytical skills and comfort using customer data, product usage, CRM data, support trends, and business metrics • Excellent communication, presentation, problem-solving, and cross-functional leadership skills • Ability to thrive in a fast-paced, founder-led, scaling SaaS environment • B2B SaaS experience is preferred • Experience in refined fuels, energy, logistics, transportation, supply chain, ERP, industrial SaaS, or another operationally complex vertical is preferred • Experience with AI, automation, optimization, analytics, or workflow software is preferred • Hands-on experience with Salesforce, HubSpot, Gainsight, ChurnZero, Totango, or similar CRM/CS platforms is preferred • Experience helping build Customer Success processes in an earlier-stage or scaling environment is preferred

🏖️ Benefits

• No specific benefits, perks, or compensation extras are stated in the posting

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