Customer Success Manager (UK)
London
Customer Success – Customer Success /
Fulltime /
Hybrid
Job Title: Customer Success Manager
Location: London, Hybrid (1-2x/week in office)
ABOUT GRAVITEE
In 2015, four developers met while working on API strategy and implementation. The API world and API platforms were unnecessarily complex and no powerful open source solutions existed. Together, they decided to build a complete API platform providing business owners effortless control over their entire API ecosystem.
Gravitee.io is the leading open source API platform, enabling worldwide developers and business users to build, manage and monitor their APIs. As a team we are driven by the purpose of giving customers effortless control over their growing API ecosystem and a strong belief in the ethos of open source. By understanding customers’ connectivity challenges and anticipating their needs, we provide the most intuitive platform. We are growing rapidly and we are looking for exceptional people who are excited to join us on this career-defining journey.
THE ROLE & WHY IT EXISTS
Gravitee.io is taking APIs to the next level — we are the premier, open-source API platform and we want everyone to know how amazing our software is. To make this happen, we need someone passionate, ambitious, curious, and competitive looking to help our business and play a fundamental role in building something special. This is where you come in.
We are expanding globally to serve the needs of our large international clients who are predominantly in banking, healthcare, insurance, and more. Gravitee is the natural force of connection within the API space — join Gravitee.io and connect with your ideal opportunity.We are currently recruiting for an experienced Customer Success Manager (CSM) to join our growing business. In this role, you will help craft and execute technical strategies to drive our customers’ adoption and use of the Gravitee Platform for globally based companies.
The CSM will serve as the technical champion for all of our customers. Your technical ability and customer-facing skills will enable you to effectively represent Gravitee within a customer’s environment. The close relationships developed with your customers will allow you to understand their business/operational/technical needs & challenges. This will help them achieve the greatest value from Gravitee and will help Gravitee achieve smooth renewal and upsells.You will serve as a point of contact for all technical, product and support questions on a day-to-day basis and strive to assure all our customers are successful. This role will give you an opportunity to proactively help enterprises accelerate their digital transformation initiatives. This position will require the ability to travel as and when required. You will report to the Manager of Customer Success.
WHAT YOU WILL BE DOING: Your daily to-do list will feature some or all of the following, but is not limited to:
- Ensure constant communication with customers and emerge as customer’s trusted technical advisor and a partner
- Establish business value for customers and help them achieve the targets and ROI from use of the Gravitee platform
- Help existing customer to understand business case & value prop, also ensuring post-sales challenges/pitfalls are identified and mitigated into opportunities
- Understand, advocate and document customer’s use case, architecture and roadmap
- Effectively manage the tracking and resolution of customer escalations on behalf of product and services
- Champion and advocate for the customer within Gravitee.
- Follow up with Engineering and Product Management on customers’ product features and future roadmap needs and address them actively
- Responsible for customer’s renewal and expansion. To that effect, explore new use cases and expand Gravitee platform usage.
- Support the other Gravitee Teams with demonstrations, content creation and marketing activities which will contribute to the Gravitee Platform being more widely adopted.
ESSENTIAL SKILLS The right candidate will possess at least the following skills, if not more:
- 5+ years of demonstrated experience handling customers of all sizes in Customer Success, Technical Support and/or Professional Services functions in a fast-paced Software/SaaS company
- Strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision
- Excellent communication skills and an ability to concisely explain complex technical issues and solutions
- Prior experience administering/interacting with an API management platform(s)
- Prior experience or knowledge of databases such as MySQL, MongoDB, etc.
- Ability to travel when required to meet with your accounts
CORE VALUES
At Gravitee, we believe strongly in living our core values as a team and as a company. We don’t just write them- we live them. Our company is based on employees who work and operate with the principles of:
Passion: Work because you love it. Use your sense of passion to become an expert in your field, to think about where our market is going, how to improve and how to do things better.
Do What It Takes: Work with speed, fight and intensity to ensure the job is done to your highest standard.
Professionalism: Respond to needs quickly, in a polite and respectful way, to our internal and external customers.
AT GRAVITEE, YOU’LL GET…
-Excellent medical coverage to keep your body and mind healthy
-Pension and 401k program options for all locations
-Stock option plan for employees
-25 days holiday/vacation in addition to in-country national holidays as well 3 mental health days per year with an allowance toward a mood-boosting activity of your choice
-Birthday off to celebrate your day
-Learn and grow with our professional development allowance to be used to benefit your career
-Quarterly outings and an annual offsites in an exciting locationHybrid culture with options to go in to an office in one of our hubs
-Ability to work for one of the fastest-growing companies and alongside some of the most talented people in the API technology sector
-A meaningful, progressive, global company culture that is as fun as it is hardworking
-Endless growth opportunities
At Gravitee, no employee or applicant will be treated less favourably on the grounds of their sex, marital status, race, color, nationality or ethnic or national origin, disability, gender, sexual orientation, gender identity, age, pregnancy or maternity, marital or civil partner status, or religion or belief.
