Enterprise Customer Success Manager

Job description

# **About us:** At Gravity Sketch, we’re on a mission to revolutionise 3D design by making it accessible, intuitive, and collaborative. Our platform empowers designers across industries—from automotive to footwear and beyond—to bring their ideas to life in an immersive, real-time 3D environment. We are at an exciting stage in our journey as we continue to build our product to unlock clear communication and collaboration between design and engineering teams. Our goal is to drive the adoption of our platform by fostering a thriving user community while continuing to engage with the enterprise clients who have joined the journey. # **Our Values** **Force Multiplier** - Make everyone around you better - Raise the Bar - Deliver Results **Owner mindset** - Hold yourself and others accountable - Make every investment as if it were your own - Don't let the egg drop **Resourceful** - Take calculated risks - Use what you/we have to deliver the most value - Stay Hungry **Curiosity** - Always be in learning mode - Go Deep: ask the why/why not - Explore and have fun **Empathy** - Put yourself in the shoes of your customer - Be genuinely caring and respectful - Act from a place of understanding/longing to understand **Role Summary** - The Enterprise Customer Success Manager role is instrumental in our customers' long-term success and business. You will work closely on the customer’s journey post-sales to ensure they're obtaining full value from Gravity Sketch. - As an Enterprise CSM at Gravity Sketch, your contributions to helping us build a foundation for the CSM motion allow you to have a significant impact beyond the traditional scope of a CSM role. **The challenge** - At Gravity Sketch, Customer Success means collaborating with top global brands to help them adopt our innovative technology. This role presents unique challenges, as you'll be educating entire teams and organizations about our tool's capabilities and best implementation practices. - As our product evolves and expands, so do its potential applications. You'll need to stay ahead of the curve by developing an in-depth knowledge of our core workflows, working closely with our customers to explore new ways to leverage the GS product suite. **Key Responsibilities**: - Building strong relationships with our customers is crucial, and you will engage with individuals at all levels, from end users (designers, modelers, etc.) to senior management (Directors, VPs and above). Partnering with senior stakeholders will allow you to develop mutually agreed-upon success plans that address the specific challenges and opportunities for which they adopted Gravity Sketch. - At Gravity Sketch, the Customer Success Manager is the quarterback on the account, responsible for leading and coordinating our internal teams' efforts to achieve success. You will be responsible for coordinating large scale rollout of licenses and handling the communication and logistics with new users, teams and stakeholders. You will take on learnings from your own accounts and our other customers to understand best practices for delivering change management at an Enterprise level. - You will also play a key role in coordinating the education and training of customers on how to leverage product features, enhancing their understanding and confidence in using the tool. You will also need to translate customer product requests to our internal team of experts. Helping support our Design Consultants to frame priorities and streamline priorities to ensure maximum ROI is unlocked for the client. - Furthermore, you will utilize both quantitative and qualitative data to uncover insights and drive actions within your accounts. Collaborating with cross-functional teams, including Sales, Product, Engineering, and Marketing, will enable you to achieve success for your customers. Your role as the voice of the customer internally will involve informing other departments about how our customers use Gravity Sketch, how we can best support them, and how we can maximize value for them. - Gathering and communicating product feedback based on personal experience and customer insights will be another important aspect of your responsibilities. Additionally, you will actively contribute to the analysis, planning, and execution of Customer Success processes, helping us establish a strong foundation for the CSM function. **Requirements**: - Considerable experience working in an enterprise customer success environment. - Previously responsible for the growth and churn of a BOB. - Organisation: Excellent structure and organisation, with strong attention to detail. - Self-driven: Able to hit the ground running and execute quickly once we have aligned on a plan. Self-driven to learn, to set targets, and able to work under limited supervision. - Passion and curiosity: Avid interest in VR, design and understanding how different products are made, curious personality and enjoys digging deep to understand and solve a problem. - Grit: Positive attitude, and strong team working skills and hungry for success, not afraid to roll up sleeves and help out wherever needed. - People-oriented: Excellent communicator - both written and verbal. - Ideally but not required: experience with software in the product design workflow (Gravity Sketch, CAD, Illustrator, Photoshop, etc.) and/or footwear focused design degree. We have 10+ industry experts in house to help you with these skills and as resources for you to lean on. - Footwear specific background or knowledge is a plus but not required. **Why Join Gravity Sketch?** This is an exceptional opportunity to join at a pivotal moment of growth and transformation. Here’s what you will gain: - Unique opportunity to unlock and implement the future of design at Fortune 500 Clients. - **Startup Agility**: Be part of a high-growth, fast-paced environment where you’ll gain experience in rapidly evolving company structures and learn how to navigate these challenges in real-time. - Strong internal culture of collaboration and support across the Gravity Sketch team. As a small but nimble team we emphasise an inclusive and collaborative culture that fosters growth and connection.