Customer Success Manager

The role

You will own the full customer lifecycle for a portfolio ranging from startups to large enterprises. You will manage customer health, retention, and onboarding to ensure accounts realize the value of AI-powered content creation.

What you will do

• Own customer health, gross retention, and net dollar retention
• Design and lead onboarding and training programs for new accounts
• Build playbooks for common customer journeys and develop one-to-many programs
• Navigate complex stakeholder relationships and conduct executive business reviews
• Partner with Sales to identify and convert high-potential accounts
• Channel customer feedback to Product and Design

Required qualifications

• 5+ years of B2B SaaS experience in Customer Success, Account Management, or a similar customer-facing role
• Track record of meeting or exceeding retention and expansion goals
• Ability to manage both high-touch strategic accounts and scaled customer programs
• Resourcefulness to navigate ambiguity in a high-growth environment
• Data-driven approach to customer health
• Comfort discussing technical concepts like APIs and SSO with stakeholders
• Active AI user who experiments with new tools and can articulate AI best practices to customers
• Range to context-switch between executive communications and hands-on user training

Nice to have

• Startup experience, preferably at PLG companies managing the transition from self-serve to sales-assisted motion
• SQL knowledge or familiarity with data analysis
• A background in design software
• Experience building CS operations from scratch

Benefits

• benefits
• equity

About the company

Gamma's B2B motion is growing fast. The team has a strong in-office culture.