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Customer Success Manager
Ground AI
Administration
Posted on Nov 4, 2024
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Customer Success Manager
About Ground
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What we do: Ground is an AI-enabled platform that uncovers untapped revenue for next-gen consumer companies. We’re creating an ecosystem that reshapes how businesses grow and scale. At Ground, we are reimagining and building the future of growth for the next million consumer businesses changing the world.
From the tools, community, and resources needed to help businesses around the world achieve their visions at scale, Ground powers the experiential consumer. From services, experiences, to product businesses, Ground serves 100+ companies processing over 4 billion data points monthly, in order to add new customers, convert bounced visitors, and predict next purchases for hyper retention. Who we are: We’re supported by great customers and investors, having raised from world class investors such as Techstars, Ulu Ventures, Female Founders Fund, Transpose Platform, and amazing angels who have built and backed many unicorns.
Our Mission: Elevating businesses worldwide by uncovering their hidden potential
What will you do?
Get ready to dive into a fast-paced, high-energy role where you’ll take the lead on our relationships with strategic clients, driving success with a mix of consultative expertise and data-driven insights. From the first handshake to long-term partnership, you’ll own the entire customer journey, ensuring their goals are met and exceeded. Collaborating closely with our Sales, Marketing, and Product teams, you’ll be at the forefront of maximizing client value while fueling our growth and retention efforts.
As a CSM, you’ll own revenue and renewal forecasting, develop and execute strategic account plans, and identify opportunities that align with our product and growth strategies.
You’ll enjoy the freedom and autonomy to tackle both technical challenges and strategic opportunities head-on, all while representing Ground at exciting in-person meetings, industry events, and fun-filled happy hours. If you’re passionate about making a tangible impact in a dynamic environment, this role is your chance to shine!
Key Responsibilities
Build trust and cement relationships with customers - Become an extension to their teams
Be the voice of the customer - Influence Ground’s product
Be proactive with customer to ensure retention and identify new areas of growth
Help onboard customers
Drive Product Adoption & Customer Success Metrics
Collaborate cross-functionally to drive company’s goals
Help build a world-class customer success program
What you should have
Required: Strong work ethic, resilience, and humble eagerness to learn
In this role, you will be tested to your limits and you will have to not just work hard but humbly accept when you fail, take feedback from the team, and exhibit strength. You are HUNGRY, HUMBLE, and ELEVATE those around you while crushing goals.
Startup lean mentality: Scrappy, and the ability to make do without much support, resources, budget, etc.
You must have an owner mindset - not an employee mindset.
You thrive working in a fast-paced environment, with little instructions, and get the job done no matter what. You like to own, you don’t rent.
High conviction. When you're in, you're all in. You take pride in your work and are passionate about delivering your best
Coachable. You have a can-do attitude and are known to excel under pressure
Experience at an early stage startup or influencing the growth of a team—including proven experience building internal and external playbooks and processes
Experience:
3+ years of experience in customer success, account management, or a related customer-facing role, with a track record of leadership. Previous experience at fast growth early stage startup preferred.
Previous experience working with tools such as commerce platforms such as Shopify, Klaviyo, and Attentive.
Excellent communication, interpersonal, and relationship-building skills, with a passion for customer advocacy
Experience with CRM systems, customer success platforms, etc.and a willingness to implement new tools as needed.
The ability to simplify technical subjects into digestible, value-driven actions
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Company values:
Ubuntu: “I am because we are”
Excellence through intellectual humility
Move with urgency and focus
Challenge limits and think critically
We value differences
What we offer
💰 Competitive package (includes equity)
🩺 Excellent medical, dental and vision benefits
🗽Location: New York
We keep a lean team, and this is a rare opportunity to join us in building a generational company - you'll learn a lot, build cool products, and grow as our company scales! We love having many voices and diverse backgrounds shape our work and culture. Most importantly, if you like fast growing growth curves… you will soon be celebrating and be part major milestones in coming months! 💸🚀📈
Ready to apply?
Send your CV to hello@joinground.com