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Enterprise Customer Success Manager

Gravity Sketch

Gravity Sketch

Customer Service, Sales & Business Development
London, UK
Posted on Thursday, June 20, 2024

About us:

Gravity Sketch is the category leader in solving the challenges faced by teams that design 3D products. Our platform enables teams to create and communicate 3D ideas in the quickest and most intuitive way possible - whether they are globally distributed or in the same geography.

The platform is changing the way companies like Adidas and Ford carry out their day-to-day design work, helping to increase creativity, productivity, collaboration and compressing time to market. We take a B2C approach to B2B, nurturing a large community of highly engaged design and engineering professionals using the product to redefine their digital design workflow.

The Gravity Sketch platform is accessible across VR and web-based applications allowing users to integrate GS seamlessly into their workflow.

Our Culture

We’re a lean but ambitious team of 65+ spread across the globe. We may be geographically spread out, but we’re tied by our mission to radically change how teams communicate ideas spatially and expressively from anywhere!
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

Curiosity

  • Always be in learning mode

  • Go Deep: ask the why/why not

  • Explore and have fun

Empathy

  • Put ourselves in the shoes of our customer

  • Be genuinely caring and respectful

  • Act from a place of understanding/longing to understand

Force Multiplier

  • Make everyone around us/you better

  • Raise the Bar

  • Deliver Results

Resourceful

  • Take calculated risks

  • Use what we have/ deliver the most value

  • Stay Hungry

Act like an owner

  • Hold ourselves and others accountable

  • Make every investment as if it were your own

  • Don't let the egg drop

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!

Overview:
The Enterprise Customer Success Manager role is instrumental in our customers' long-term success and business. You will work closely on the customer’s journey post-sales to ensure 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 allow you to have a significant impact beyond the traditional scope of a CSM role.

Responsibilities:

  • As an Enterprise CSM, you will focus exclusively with the worlds top footwear and automotive manufacturers. 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:

  • Able to work from our studio in Brixton 1-2 days per week

  • 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 - both written and verbal in German and English, Great listening and relationship building skills

Nice to haves

  • 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