Client Success Manager at Gather
Atlanta, GA, US
Gather is a sales & marketing platform used by top venues across the US to manage and grow their private events business. We're a funded startup, and we're growing -- fast!
Bottom line: We're looking for a proactive and personable Client Success Manager to help our amazing group of clients achieve their goals. We’re growing in an exciting industry where you’ll be able to meet some of the top restaurateurs, chefs, and hospitality professionals in the country.
As a Client Success Manager at Gather, you will be the dedicated point of contact for 200-250 of Gather's core clients. You will lead the charge in ensuring our clients reach their desired outcomes through Gather's software platform and their relationship with our company. The perfect candidate is an enthusiastic champion for customer success, a critical thinker who can analyze data and multi-task like a pro, and a personable, persuasive & effective communicator with a knack for developing trusting, strong relationships with clients.
Here's what you'll be doing:
Leveraging Data to Drive Messaging: We're in constant communication with our clients, educating them on our latest updates and working to drive adoption and usage (see below). Our CSMs leverage our large dataset to segment their client base in order to drive targeted messaging to clients - delivering the appropriate message at the right time.
Developing Strong Client Relationships: The service we provide extends well beyond our software, and we take pride in providing the same level of hospitality our clients provide to their guests. Your goal is to become an expert on our clients' business and develop mutual trust by helping them achieve their desired outcomes.
Driving Account Expansion & Retention: Expansion within existing accounts is a major source of growth for our business. You will serve as the point of contact for renewals, expansion (new locations), upgrades and downgrades, and you will own goals directly tied to expansion and churn reduction. Churn-busting is an important part of the job!
Improving Product Adoption & Usage: We're constantly monitoring product usage via Intercom & ChurnZero. Your goal is to identify accounts where you can improve product & feature adoption, and proactively reach out to clients via one-on-one calls & emails to drive adoption. It's your job to ensure our clients are getting the most from Gather.
Be an internal champion for clients: We track A LOT of data, but data only tells part of the story. As a CSM at Gather, you will be in a position to champion product requirements and needs - and our product team will look to you for qualitative feedback.
and the unexpected - this is a startup after all!
Our requirements are pretty straightforward. To qualify you must:
Embody empathy, resourcefulness, and drive.
Have BS/BA degree and/or a minimum of 2-3 years of proven success in previous training, sales, success and/or account management role(s). Experience with SaaS companies/platforms in a plus!
Be comfortable analyzing data, and using data to drive decision-making.
Have exceptional interpersonal skills with the ability to build strong, lasting relationships.
Be goal-driven. We set goals for every team and role at Gather - and we have BIG goals for this role!
Have the ability to work independently and manage multiple workflows simultaneously.
Have a growth mindset, with a desire to constantly learn and get better.
Be open to travel within the U.S. - there may be travel opportunities.
Like to have fun, and preferably have a passion for food, drink, and general merriment.
Health, vision, and dental benefits - 100% covered by company.
401(k) with company match.
Reimbursed phone & data plan.
Professional Development budget for conferences, books and more.
Bright, open office in Inman Park, next to Krog Street Market & the Atlanta BeltLine.
2 full kegs...of iced coffee.
Free breakfast on Mondays & free lunch on Fridays.
Monthly team events at our clients' venues.
And lots of this: https://vimeo.com/192677590.