Description of Position
Job title Customer Success Manager
Team Customer Success
Reporting To CCO
Location London, Brixton with weekly travel to Germany
Industry B2B Design Software
Employment Type Full-time, Permanent
About Gravity Sketch
Gravity Sketch is a London-based startup that is shaking up the 3D design space and transforming the future of digital creation. Just like Adobe revolutionised 2D design in the 80s, our vision is to revolutionise 3D design today. Backed by high profile VCs and investors from Silicon Valley, London and Tokyo, we are developing the first enterprise-grade immersive 3D design software which allows designers to create remotely together, in real-time, across multiple devices and platforms. We aim to transform the future of digital creation through disrupting the current design and engineering workflows, placing the user at the center of the creation process. Our product is used by thousands of designers in industries such as automotive, apparel and film, across North America, Europe, and Asia.
About the role
You’ll be the first boots on the ground in our German market, joining at an exciting time where you will be expected to own the customer success function across that market, whilst working closely with our CXO/Managing Director, Daniela.
We are looking for a self driven & empathetic problem solver who is passionate about our customer base to help them achieve their business goals and to solve their problems through the use of Gravity Sketch. You will work with our customers and drive the success planning to help them achieve their goals, across our German market, by building & fostering relationships with our clients.
You will be the voice of the customer within Gravity Sketch, and will advocate for your customers while working closely with the product team to ensure that our customer’s needs are reflected in the product roadmap. This is an exciting time to join the company - you will work closely with the Management team at Gravity Sketch to turbocharge our growth.
If you are passionate about technology & design, love finding and solving problems, and are the type of person who can find insights in any conversation then we want to hear from you!
Progression in the role
The Customer Success Manager role will provide you with insights across the business and give you the opportunity to help shape the strategy in all elements of the Customer Success function, as well as have an impact in the product and the customer experience and communication.
We would see the successful Customer Success Manager becoming our Head of Customer Success, EMEA and build out their own team, if this is where their skillset and interests intersect. Over time, the successful candidate could grow into overseeing the global Customer Success function as VP of Customer Success.
Build long-term, strategic partnerships, from end-users to decision-makers, serve as a trusted advisor to executives & key stakeholders
Engage with your customers through regular calls and visits to understand their workflows, organizational structures, and overall requirements
Monitor and manage adoption metrics to ensure customers are utilizing Gravity Sketch at its full potential
Create success plans for your customers and document their progress towards established goals and results
Be the customers’ main point of contact to provide best practices and to help them achieve their goals through the use of Gravity Sketch products
Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
Communicating major milestones and updates to Gravity Sketch’s management team on a regular basis
Work closely with multiple cross-functional teams, predominantly across the marketing and sales teams, by providing invaluable insight into the customer’s needs and challenges, helping influence and guide internal product road-maps, projects, product and services communications
Develop a deep understanding of Gravity Sketch to ensure proper implementation in every customer’s environment
2+ years in a client facing role, such as customer success, hospitality, or consulting, design research.
Ability & willingness to travel. The role would include significant travel between our HQ in London, and our clients in Germany.
A natural communicator with otstanding relationship building skills and empathy for customers from all walks of life
Aptitude for strategic thinking and forward planning
Detail-oriented and organized, with extensive project management skills
Ability & experience in bridging qualitative and quantitative research
Drive & motivation to succeed in a fast-paced & high-growth environment, product, and methodology
Open-minded approach with the ability to adapt and pivot if an approach or process needs to be changed
Demonstrated curiosity and self-driven motivation to learn from a wide spectrum of backgrounds and perspectives, and actively seeking out new methods of learning or new experiences
Exceptional problem-solving abilities, with experience in planning & leading research activities
A strong ability to translate and apply insights to inform both creative solutions and strategic decision-making
A design background, either in university or through previous work experience
An experience in Design Research
Experience in a consultancy, preferably a design consultancy
Experience in a hospitality role
To have lived abroad for 2+ years
Having worked with, or at, Salesforce
What we offer
Chance to work at a fast growing startup reimagining the 3D design workflow
Real work ownership - you drive your own initiatives
Unparalleled learning, if you’re up for the challenge!
Great work culture and environment - we work hard but also know how to have fun
25 days paid holiday (+ bank holidays)
Regular team building activities like five a side football and a weekly pub quiz
Cool studio based in Brixton with all the regular perks you would expect from a start up
£1,000 personal budget per year for professional development
Discounted local gym membership and regular team sport days
We are committed to equality of opportunity for all employees. Applications from individuals are encouraged regardless of age, gender, sexual orientation, background, and nationality.
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