Customer Success Manager - Strategic - Grata

Grata for Datasite is the leading private market dealmaking platform. We make it easy to find, research, and engage with private companies. Our platform has the most comprehensive, accurate, and searchable proprietary data on private companies, their financials, and their owners. 

We help leading investors (PE/growth), investment bankers, management consultants, and corporate development teams discover and win more deals. Grata has over 1,000 customers and has been widely recognized as the market leader by G2, PE Wire, and more. 

We are seeking a dynamic and results-oriented Customer Success Manager in the San Francisco area to join our team and take ownership of driving growth within our Strategic Accounts (investment firms and investment banks). You will proactively interact with senior stakeholders on a regular basis, building rapport and credibility to drive end-users towards our services. This role will involve strategic account planning, onboarding, enablement, multi-threaded user management, and collaborating with internal teams to ensure the ongoing successful delivery of services and solutions. 

Grata is a hybrid company, which means our employees work from our San Francisco office on Mondays, Tuesdays and Thursdays. 

At Grata, we will expect you to: 

• Grow your revenue base by maximizing account retention through increased product adoptions, cross-sales of new product modules, and strong user counts. 

• Foster strong relationships with customers across varied personas (users, champions, and decision makers) and varied titles (MDs, VPs, Associates) measured through engagement scores, NPS, and recorded customer feedback. 

• Perform initial onboarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime. 

• Partner with an Account Manager who will own a book of business with you, together ensuring successful renewal outcomes. 

• Serve as primary point of contact for customers to resolve questions, perform periodic customer success reviews, resolve issues and bugs with the help of Product/Engineering teams, and expand Grata use throughout the account. 

• Build lasting relationships with decision makers leveraging product, customer, and market knowledge to tailor regular interactions (in person, video call, email and phone) to each contact.   

• Maintain up-to-date client organizational maps including leadership, influencers (both users and financial), and key decision makers to track the progress of expansion efforts. 

• Collaborate with internal stakeholders. As the voice of your customers provide regular and productive feedback to cross-functional Grata teams (such as product, engineering, and marketing) to enable continuous improvement of our platform. 

• Consistently exceed quarterly and annual revenue targets within your territory. 

What we are looking for: 

• You have 3-5 years of experience in a customer-facing role, with demonstrable success managing relationships at strategic level accounts and customers across different product lines. 

• Demonstrated track record of meeting and exceeding performance targets. 

• Demonstrable success identifying and forecasting risk as well as growth opportunities within your book of business. 

• Proven proficiency engaging directly with customers and working independently. 

• Experience developing and delivering value added communications including ROI through executive business reviews, check in calls, regular touch points with key decision makers, etc. 

• Ability to work in a feedback driven environment, share ideas, seek opportunities for improvement and contribute to the growth of others. 

• Successful candidates will be: innovative, persuasive, creative and have a genuine curiosity in their clients’ business. They will be goal and results-oriented, optimistic and smart, with a value added mindset, a proactive approach to the role and the ability to adapt to change and of course, nice. 

• Well-organized, with a high attention to detail, you are a resourceful problem solver and can manage multiple simultaneous work streams. 

• Self-starter, who can develop strategies, establish and organize daily activities to execute those strategies working as a fully independent contributor.