Enterprise Customer Success Manager
About us:
At Gravity Sketch, we are transforming how creative teams realize their vision. Our platform empowers entire teams to create, communicate, and collaborate spatially, breaking down the barriers of traditional workflows to make the design process more inclusive, efficient, and enjoyable. By enabling seamless, real-time interaction in a shared 3D environment across VR, desktop, and web, we empower the world's most innovative companies to bring better products to life.
Our Values
Force Multiplier
Make everyone around you better
Raise the Bar
Deliver Results
Owner mindset
Hold yourself and others accountable
Make every investment as if it were your own
Don't let the egg drop
Resourceful
Take calculated risks
Use what you/we have to deliver the most value
Stay Hungry
Curiosity
Always be in learning mode
Go Deep: ask the why/why not
Explore and have fun
Empathy
Put yourself in the shoes of your customer
Be genuinely caring and respectful
Act from a place of understanding/longing to understand
Role Summary
The Enterprise Customer Success Manager role is instrumental in our customers' long-term success and business. You will work closely on the customer’s journey post-sales to ensure they're obtaining full value from Gravity Sketch.
As an Enterprise CSM at Gravity Sketch, your contributions to helping us build a foundation for the CSM motion allow you to have a significant impact beyond the traditional scope of a CSM role.
The challenge
At Gravity Sketch, Customer Success means collaborating with top global brands to help them adopt our innovative technology. This role presents unique challenges, as you'll be educating entire teams and organizations about our tool's capabilities and best implementation practices.
As our product evolves and expands, so do its potential applications. You'll need to stay ahead of the curve by developing an in depth knowledge in our core workflows and work closely with our customers to explore new ways to leverage the GS product suite.
Key Responsibilities:
Building strong relationships with our customers is crucial, and you will engage with individuals at all levels, from end users (designers, modelers, etc.) to senior management (Directors and VPs). Partnering with senior stakeholders will allow you to develop mutually agreed-upon success plans that address the specific challenges and opportunities for which they adopted Gravity Sketch.
At Gravity Sketch, the Customer Success Manager is the quarterback on the account, responsible for leading and coordinating our internal teams' efforts to achieve success. You will be responsible for coordinating large scale role out of licenses and handling the communication and logistics with new users, teams and stakeholders. You will take on learnings from your own accounts and our other customers to understand best practices for delivering change management at an Enterprise level.
You will also play a key role in educating and training customers on how to leverage product features, enhancing their understanding and confidence in using the tool. You can also enlist the support of our team of experts if needed, especially when customers require in-depth guidance from a trained professional in their field.
Furthermore, you will utilize both quantitative and qualitative data to uncover insights and drive actions within your accounts. Collaborating with cross-functional teams, including Sales, Product, Engineering, and Marketing, will enable you to achieve success for your customers. Your role as the voice of the customer internally will involve informing other departments about how our customers use Gravity Sketch, how we can best support them, and how we can maximize value for them.
Gathering and communicating product feedback based on personal experience and customer insights will be another important aspect of your responsibilities. Additionally, you will actively contribute to the analysis, planning, and execution of Customer Success processes, helping us establish a strong foundation for the CSM function.
Requirements:
Considerable experience working in an enterprise customer success environment.
Previously responsible for the growth and churn of a BOB.
Organisation: Excellent structure and organisation, with strong attention to detail.
Self-driven: Able to hit the ground running and execute quickly once we have aligned on a plan. Self-driven to learn, to set targets, and able to work under limited supervision.
Passion and curiosity: Avid interest in VR, design and understanding how different products are made, curious personality and enjoys digging deep to understand and solve a problem.
Grit: Positive attitude, and strong team working skills and hungry for success, not afraid to roll up sleeves and help out wherever needed.
People-oriented: Excellent communicator - both written and verbal.
Ideally but not required: experience with software in the product design workflow (Gravity Sketch, CAD, Illustrator, Photoshop, etc.) and/or footwear focused design degree. We have 10+ industry experts in house to help you with these skills and as resources for you to lean on.
Nice to have: German verbal and written skills.
Benefits
Uncapped holidays: the startup world is busy, we encourage taking time off to recharge and rest.
£50 (or equivalent in specific currency) month personal wellbeing budget.
Private healthcare (region specific).
£1,000 (or equivalent in specific currency) personal budget per year for professional development. You will learn a lot here but there may be more want or need. With this budget, we aim to support you in your career growth.
Team lunch Wednesdays: out together in person, or virtually with food delivery credit.
Socials and an annual global meet up: we are passionate about bringing everyone together whenever we can, this helps build tighter bonds and alignment.
Enhanced parental leave policy (maternity and paternity).
Cyclescheme & Techscheme (UK only)