About The Grand

The Grand’s mission is to make the world a less lonely place.

We’re building a platform that provides group coaching to navigate transitions at the intersection of work and life. We are a small but mighty team of good humans, and we want more of the world to experience the magic of The Grand.

This Role

We’re excited to hire our first Customer Success Manager to help us scale in this next phase of growth. You will be responsible for managing the renewal and expansion process for our sponsors. This position will report to the VP of Sales & Marketing. This role is remote and open to candidates in the United States.

The Opportunity

RESPONSIBILITIES:

• Establish trusted advisor relationships with customer executive sponsors such that all activities are closely aligned with the customer’s human resource strategies, allowing the full potential of their investment in The Grand to be realized
• Track customer outcomes and success goals with regular meetings with customer implementation and management teams to ensure progress and impact
• Deliver Impact Reviews focused on key data insights, adoption, proactive recommendations, and value realization for customers
• Identify blockers to client success and develop mitigation strategies through internal and external collaboration
• Continuously articulate the value and evangelize the future of The Grand, and define adoption and expansion strategies across the customer’s organization
• Address client inquiries quickly and manage all requests through to completion while setting clear timelines and expectations
• Conduct regular health checks to identify risks early and determine mitigation strategies
• Understand and track customer feature requests and provide regular input to the Product team based on customer feedback
• Develop communication cadence and leadership on product updates that impact your customers’ objectives
• Own all processes and activities for customer renewals, ensuring on-time renewal and continued value
• Assess customer requirements, resolve problems, anticipate future needs, and generally serve as the customer’s advocate within The Grand

Our Ideal Candidate Will Have

• 3-5 years of experience working with executive-level stakeholders. You’ve worked for a software company and have demonstrated the ability to manage enterprise customer relationships remotely, delivering successful outcomes. You’ve demonstrated the ability to handle multiple clients, projects and priorities simultaneously.
• Track record of exceeding sales goals. You’ll be managing a mid-six figure sales goal and collaborate with the revenue and product teams to achieve and even exceed it. You’ve successfully expanded both seat and product sales to grow your customer portfolio.
• Excellent interpersonal skills. You pride yourself on your ability to understand, network and manage relationships across many different functions within complex organizations
• Effective verbal and written communicator. You’re known for your excellent communication skills, including customer-facing verbal, written, and presentation ability
• Customer-focused leadership:  You’ve represented the different perspectives and needs of decision-makers, recommenders, implementors and end users to internal teams. You’ve used data in regular business reviews to make thoughtful recommendations on how to better serve the organizations you work with.
• Self-starter. You are highly self-motivated, with a penchant for continuous, independent improvement under remote working conditions.
• Creative thinker. You are naturally curious and have a true willingness to become an expert on our product, our industry, and our customers’ business needs.
• Mission-driven. At the end of the day, The Grand exists to help people feel less alone and more seen. You care about our mission and thrive in an environment where you can forge and facilitate deeper human connections.

Nice To Have

• Domain knowledge or expertise in human resources, adult learning and development or leadership development
• You've worked with distributed, early-stage teams in the past.

We Want to Hear From You

We promote diversity and provide equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work and our culture will be for everyone.

We’re looking for collaborative people with a growth mindset to be a part of our journey. If you're passionate about our mission, we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting.

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