Customer Success Manager

Customer Success Manager

We are looking for a strong team player who thrives in a fast-paced, innovative working environment and is passionate about customer happiness. We need someone who is excited about building great customer relationships, and who will have a meaningful impact on the growth of our business.

In this role, you will

• Own the commercial relationship with customers to drive retention and generate upsell & cross-sell opportunities.
• Deliver and exceed revenue targets by driving upsell & cross-sell opportunities within existing enterprise accounts.
• Be a trusted advisor to customers, applying a consultative sales approach that focuses on understanding, analyzing, and solving customer challenges and delivering maximum value.
• Develop and maintain long-term relationships with executive stakeholders for our customers.
• Define our customers' roadmap requirements and plan how to accommodate those needs using our products.
• Collaborate cross-functionally with Customer Success, Support, Marketing, Product, Engineering, and the Senior Leadership team to deliver long-term value for our customers.
• Perform data-driven Executive Business Reviews (EBRs) with customers to track progress against our joint ‘Success Plan’ and to articulate our ever evolving vision in the marketplace.
• Drive customer advocacy in the form of references, referrals, and case studies.
• Collect, analyze, and improve Net Promoter Score (NPS) as a central metric for our organization.
• Use dashboards to track account activities, and customer health; forecast renewals, expansions, and retention. KPIs include NRR, GRR, and Upsell Targets.
• Drive client satisfaction by maintaining high levels of engagement and communication and go the extra mile to ensure our customers are successful.

Requirements

• 5+ years of consultative results-based selling SaaS-based products to enterprise-level accounts (legal/compliance industry experience preferable).
• A track record of retaining and expanding existing customer base - with a demonstrated ability to find, manage, and close high-level enterprise business in a complex sales environment.
• Effective at building and maintaining a pipeline of opportunities
• A proven ability to assess business opportunities and build relationships with key stakeholders across an organization, including C-level executives, business sponsors, IT, and procurement.
• Extremely detail-oriented in a fast-paced environment while managing multiple priorities.
• Energetic and self-motivated; a team player who is also a proactive and creative problem solver.
• Understand how to plan, prioritize, and execute strategies to meet customer needs and revenue goals.
• Able to travel to customers on an as-needed basis.
• Excellent written and oral communication skills.
• Comfortable with sales and productivity tools and technologies, including G-Suite, Web Conferencing, Salesforce, etc.
• You
  • Act with integrity, and when you see wrongdoing, you speak up.
  • Are always learning, improving, and approaching every day with energy and enthusiasm.
  • Like to take ownership of your work and when you provide input and feedback; it's constructive, positive, and aimed at productively resolving challenges.

What we offer

• Competitive salary.
• Excellent growth opportunities.
• Flexible working hours, a fully-remote role.
• Contribute to a truly important cause - building an ethical and compliant business space around the globe.
• A real impact on the company’s growth and evolution.

About us

Founded by a Danish human rights activist in 2004, today GAN is a global company with a highly diverse team spanning a wide range of both professional and cultural backgrounds - from compliance lawyers and researchers to technology experts, designers, and developers-across our offices in NYC, Copenhagen, and London.

GAN’s unique setup within the compliance software industry and its extraordinary team helped GAN revolutionize the compliance space and raise venture capital from leading firms such as Apax and Aquiline Capital Partners.

GAN’s completely integrated and intuitive platform is trusted by many of the world’s leading brands, such as Live Nation, Rolls-Royce, and Barrick, to help them better manage their compliance activities all in one place. Read more at www.ganintegrity.com.

GAN Integrity is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We believe that every employee has the right to work in a positive, collaborative atmosphere that promotes equal opportunities and prohibits discriminatory practices.

By submitting your application, you agree that GAN Integrity may collect your personal data for recruiting and related purposes. GAN Integrity's Candidate Privacy Notice explains what personal information GAN Integrity may process, where GAN Integrity may process your personal information, its purposes for processing your personal information, and the rights you can exercise over GAN Integrity's use of your personal information.

We are conducting interviews on an ongoing basis; therefore, we encourage you to send your application as soon as possible.