Customer Success Manager

• Own customer health, gross retention rate, and net dollar retention, focusing on preventing churn before it happens
• Design and lead onboardings and training programs for new customers, ensuring successful deployment, product adoption, and creating Gamma champions
• Create playbooks for common customer journeys and develop one-to-many programs that efficiently serve our growing customer base
• Navigate complex stakeholder relationships and conduct executive business reviews that quantify Gamma's impact on customer workflows
• Partner with Sales to convert high-potential accounts and maintain ownership of the customer relationship post-sale
• Channel customer feedback to Product and Design teams on features and use cases that unlock enterprise value

• 5+ years of B2B SaaS experience in Customer Success, Account Management, or similar customer-facing roles with a strong track record or meeting or exceeding goals through strong program-level execution
• Start-up experience, preferably at PLG companies managing the transition from self-serve to sales-assisted
• Proven ability to manage both high-touch strategic accounts and scaled customer programs
• Track record operate with resourcefulness and agility, using a strong growth mindset to learn and turn constraints into solutions—all while navigating the ambiguity inherent in high-growth environments
• Data-driven thinking with focus on impacting key metrics
• Comfortable discussing technical concepts like APIs and SSO with key stakeholders
• Active AI user who experiments with new tools and can articulate AI best practices to customers
• Ability to context-switch between executive communications and hands-on user training

• SQL knowledge or familiarity with data analysis
• Background in design or design software
• Track record of building CS operations from scratch

competitive equity