Enterprise Customer Success Manager

About us:

At Gravity Sketch, we are transforming how creative teams realize their vision. Our platform empowers entire teams to create, communicate, and collaborate spatially, breaking down the barriers of traditional workflows to make the design process more inclusive, efficient, and enjoyable. By enabling seamless, real-time interaction in a shared 3D environment across VR, desktop, and web, we empower the world's most innovative companies to bring better products to life.

Our Culture

We’re a lean but ambitious team of 50+ spread across the globe. We may be geographically spread out, but we’re tied by our mission to help people bring better products to life! Our focus is on output and getting the work done, not counting the hours you work. We appreciate that everyone has their own optimum setup, so provide flexibility in terms of when and where you get work done. 

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 
  

Our values are at the heart of our culture, we encourage everyone to experiment, bring new ideas to the table, and challenge one another to arrive at the best solutions for our users.

We work hard, and know how to have fun too; with company trips, socials, sports, gaming sessions and more. We welcome you to share your hobbies with the team so we can all try something new!

Role Overview:

The Enterprise Customer Success Manager role is instrumental in the long-term success of our customers and therefore our business. You will be working closely on the customer’s journey post-sales to ensure that 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 provides you with the opportunity to have a significant impact beyond the traditional scope of a CSM role.

Responsibilities:

• As an Enterprise CSM, you will focus exclusively on our key accounts like Ford, GM and John Deere etc. These accounts are crucial for our success and our goal is to become a standard software for these organisations (think Adobe photoshop/illustrator).

• Own your accounts. Take responsibility for their success, and work across Gravity Sketch to ensure the customer’s success. You will form a pod with an Account Executive and Lead Consultant for each account, to ensure that you are well supported in expanding the accounts and have access to industry experts to help you navigate each of the accounts.

• Build close relationships with our customers, from the end users (designers, modellers etc) through to the senior management of the companies (Directors + VPs). Partner with senior stakeholders to develop a mutually agreed-upon success plan, outlining the challenges/opportunities they bought Gravity Sketch for.

• Teach/train customers how to leverage product features, strengthening their knowledge & confidence in using the tool. Bring in our team of experts if you need support and the customer wants to go deeper with a trained professional in their field.

• Use both quantitative and qualitative data to identify insights and drive actions within your accounts.

• Build relationships with cross-functional teams such as Sales, Product, Engineering and Marketing and leverage these to achieve success for you customers. You will be the voice of the customer internally informing other functions on how our customer use GS, how we can best support them and how we can maximise value for them.

• Collate and communicate product feedback based on personal experience & on insights gained from customers.

• Actively contribute to the analysis, planning and execution of CS processes to help us lay the 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

• 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.

• Located on the East Coast US.