About Gruve
Gruve is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic environment with strong customer and partner networks.
Position Summary
At Gruve, customer success and service excellence go hand-in-hand. We are looking for a Senior Customer Success Manager to serve as the primary customer relationship owner, partnering closely with service delivery teams to ensure customers not only receive high-quality services but also derive measurable business value. This role focuses on driving satisfaction, retention, and account expansion while simultaneously supporting seamless delivery, SLA adherence, and operational excellence. Hands-on experience in an IT services company or managed services environment is required.
Key Responsibilities
Customer Success
- Own the end-to-end customer lifecycle: onboarding service activation value realization renewal and growth
- Build trusted advisor relationships with key stakeholders by understanding their goals and proactively aligning services to business outcomes
- Be the customer's voice internally to help escalate issues, drive urgency, and ensure commitments are met
- Lead Monthly Service Reviews/Quarterly Business Reviews (QBRs) showcasing value delivered and insights
- Track and leverage key metrics (CSAT, NPS, SLA adherence, renewal health) to drive data-driven decisions
- Drive account growth by identifying expansion opportunities in partnership with Sales and Pre-Sales
- Champion customer advocacy (case studies, references, testimonials)
Service Delivery Support
- Act as the bridge between customer and delivery teams, ensuring seamless communication
- Work closely with service delivery and operations teams, ensuring SLA/KPI adherence and high-quality execution
- Monitor delivery performance, proactively identify risks, and drive issue resolution and escalation management
- Assist with operational excellence across implementations, transitions, and steady-state delivery
- Collaborate cross-functionally with Sales, Delivery, and Support teams to drive continuous improvement, unified customer experience, and alignment between delivery and customer expectations
Basic Qualifications
- 10+ years of experience in a Customer Success Manager role
- Must have proven experience in an IT services company or managed services environment as a CSM
- Must have experience in a Service Delivery capacity, including understanding SLAs, incident management, change management, and operational governance from the inside
- Proven track record of: Managing enterprise accounts end-to-end, Driving customer retention, satisfaction, and revenue growth, Supporting service delivery (SLA/KPI, operations, escalations)
- Strong experience working with global customers and distributed teams
- Exceptional communication, stakeholder management, and executive presence
- Ability to operate in a fast-paced, high-growth environment
Preferred Qualifications
- PMP / ITIL certification
- Experience in scaling customer success and delivery functions in high-growth environments
- Knowledge of network security technologies and cybersecurity services, including network security, endpoint security, SIEM/SOC operations, and firewall management
Why Gruve
At Gruve, we foster a culture of innovation, collaboration, and continuous learning. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their best work. If you're passionate about technology and eager to make an impact, we'd love to hear from you.
Gruve is an equal opportunity employer. We welcome applicants from all backgrounds and thank all who apply; however, only those selected for an interview will be contacted.
