Customer Success Manager

San Francisco, CA /
Customer Success /
Remote
Groove is the leading sales engagement platform for enterprises using Salesforce, specializing in ease-of-use, ease-of-administration, and cross-team collaboration. Built for the needs of full-cycle sellers, Groove automates non-sales activities so that pre- and post-sales reps can spend more time building relationships and generating revenue. On average, Groove gives revenue teams 20% of their time back to focus on higher-value activities. Groove’s Salesforce-native architecture ensures more accurate reporting and forecasting, lower compliance risk with global privacy laws, and streamlined administration. 

Over 50,000 account executive, sales development, and customer success representatives use Groove at some of the world’s largest and fastest-growing companies, including Google, Uber, BBVA, and Capital One. Groove has earned the highest customer satisfaction rating on G2 in the sales engagement category for over two years in a row. 

Groove was named one of  Inc. Magazine’s Best Workplaces 2020 and is one of the 2020 Inc. 5000 fastest-growing privately held companies in the U.S. Groove also ranks #14 on the San Francisco Business Times' "fastest-growing private companies in the Bay Area in 2019." Founded in 2014, Groove is headquartered in San Francisco with offices in San Diego and Seattle. To learn more, visit groove.co.

About the Role

Are you a CSM that loves developing relationships with customers and helping them maximize the value they're getting from your product? At Groove, you will find a customer-oriented culture that rewards your ability to manage the needs of an awesome customer list while also balancing the internal collaboration required to thrive in the role. We will empower you to be a thought leader in the sales acceleration space as an unprecedented number of organizations look to transform their sales organization and enter an era of modern selling using Groove’s platform.

As a Strategic Customer Success Manager, you will be responsible for managing the relationships with a set of 40-50 Groove customers starting as soon as the sales team has signed the contract. You will be tasked with ensuring that the customer gets up and running successfully with our software, that their users love us, and that they remain (and grow!) as a happy customer. In short, you will be a full-cycle CSM and serve as the customer’s Trusted Advisor throughout their lifecycle with Groove! Your performance will be measured on data points critical to our business including account growth, renewal rate, usage data, and average NPS.

Responsibilities

    • Onboard new customers effectively. Onboarding includes ensuring that admins have configured our software, and that end users have been trained on the product. Onboarding can last anywhere from 1 to 3 months depending on size and scope.
    • Achieve a deep understanding of the workflows of the teams at each of your customers, so that you can deliver tailored recommendations on new ways that Groove can provide value that will actually move the needle.
    • Proactively build and strengthen executive relationships across the customers in your book of business to drive expansion and mitigate risk, primarily focusing on the pre-sales and post-sales departments.
    • Ensure renewal for every customer. As with any SaaS business, we try to avoid churn at all costs and our CSMs are on the front lines helping customers get the most out of Groove so that they love our product and renew every chance that they get.
    • Collaborate with product and engineering. The sales engagement space is constantly evolving and sales organizations are always looking for new and innovative ways to use our products. Our CSMs help digest their feedback and funnel it back to the appropriate parties internally so feature requests and new product ideas get incorporated into our roadmap.
    • Ensure renewal for every customer. As with any SaaS business, we try to avoid churn at all costs and our CSMs are on the front lines helping customers get the most out of Groove so that they love our product and renew every chance that they get!
    • Share your knowledge. It’s important that the CSM has a strong desire to help share what has worked for them in their prior CSM experience (and what hasn’t) so that our team can grow and mature at an even faster rate.

Qualifications

    • Bachelor’s degree in any discipline with a strong academic track record. 
    • 3 to 7 years experience in a Customer Success role at a B2B SaaS company, preferably a company that provides software used by sizable groups of end users that interact with the product many times throughout the work day.
    • Experience with Salesforce.com, as well as Groove or products similar to Groove!
    • Prior sales experience is preferred but not required - it is helpful to have sales experience so you can speak authentically when you are representing a sales engagement platform!

Competencies

    • Ownership - goes out of his or her way to complete a job and has relentless drive to achieve results; takes initiative with minimal direction or supervision.
    • Strategic Thinking - strategizes with customers to ensure that our product is deployed and utilized in a way that is consistent with their sales organization’s unique structure and objectives.  
    • Collaboration - works with peers and executives across sales, engineering and product teams to create win-win scenarios for all parties involved.
    • Communication - effectively delivers trainings, tailors content and style to each customer, and writes persuasive and thoughtful email and slide deck content.
    • Ownership - goes out of his or her way to complete a job and has relentless drive to achieve results; takes initiative with minimal direction or supervision.
    • Workflow Management - sets clear, realistic objectives that align to business growth; breaks each objective into component tasks that can be achieved within a realistic timeframe.

Benefits

    • Medical/dental/vision insurance
    • Life Insurance
    • Flexible PTO
    • Paid holidays
    • Stock options
    • 401k match
    • A stocked kitchen and cold brew and kombucha on tap
    • Fun, collaborative, and balanced culture
Our Culture and Core Values

Our values speak volumes about who we are, both as individuals and as a team. At Groove, we put our team before ourselves and are dedicated to ensuring that our teammates are happy and satisfied, both in their careers and their work environment. We are a team of high-performers that operate in a culture of empathy and transparency, with a natural curiosity to continually grow. We put the team before ourselves, care more and enjoy the journey above all else. These are only a few of the reasons that we have a five-star rating on Glassdoor.  

Groove is an equal opportunity employer and values diversity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We offer highly competitive compensation packages and excellent benefits, including medical/dental/vision insurance, flexible PTO, and a matching 401K. 

If this sounds like your next ideal career move, we would love to hear from you.

Groove is committed to ensuring the security and protection of the personal information that we process, and to provide a compliant and consistent approach to data protection. All submitted resumes, regardless of location, will be deleted after 1 year.