Position Summary:
At Gruve, Customer Success is the foundation of everything we do. We are seeking a dedicated and experienced Customer Success Manager (CSM) to serve as a trusted advisor to our clients. The CSM will focus on maximizing customer satisfaction and retention, driving service value realization across Cyber Security, Infrastructure, AI/ML, and Customer Experience service portfolios. The ideal candidate will have strong relationship-building skills, a strategic mindset, and a track record of managing enterprise clients in the IT services domain.
Key Responsibilities:
Customer Relationship Management
- Build strategic and trusted relationships with key customer stakeholders.
- Serve as the single point of contact for customers across the entire post-sales lifecycle.
- Conduct Quarterly Business Reviews (QBRs) to showcase service outcomes and align on future priorities.
Customer Success & Growth
- Own the customer journey from onboarding through ongoing service delivery.
- Identify expansion opportunities and collaborate with Sales to position additional services.
- Monitor service adoption and ensure customers realize full value from Gruve offerings.
Operational Excellence
- Actively track and monitor service performance metrics, usage data, and customer satisfaction.
- Partner with Delivery and Technical teams to resolve escalations and ensure timely issue resolution.
- Drive continuous improvement in service experience through data-driven insights.
Advocacy & Engagement
- Drive customer advocacy by identifying referenceable clients and securing testimonials/case studies.
- Champion the voice of the customer internally to influence service improvements.
Internal Collaboration
- Collaborate cross-functionally with Sales, Delivery, Product, and Support teams to deliver a unified customer experience.
- Help optimize internal customer success processes, playbooks, and engagement models.
Required Qualifications:
- Bachelor's degree in Business, Technology, or a related field.
- 8+ years of experience in a Customer Success Manager or Account Manager role, preferably in IT Services or SaaS.
- Proven success in managing strategic enterprise customers with a global footprint.
- Strong knowledge of cyber security and networking services (e.g., Cisco Secure Firewall, ISE, SD-Access).
- Exceptional verbal and written communication skills.
- Proficient in CRM and Customer Success platforms.
Preferred Qualifications:
- PMP certification is a plus.
- Experience with QBR planning and execution.
- Familiarity with customer health scoring and success metrics frameworks.
- Ability to manage cross-functional stakeholders in fast-paced environments.
Soft Skills:
- Strong interpersonal and collaboration skills
- Analytical and solution-oriented mindset
- High level of accountability and ownership
- Strategic thinking with attention to detail
- Adaptable and resilient under pressure
