Customer Success Manager

Join the API Revolution at Gravitee—Where Innovation Meets Growth

Since our beginnings in 2015, Gravitee has grown into a global force, recognized as a 2024 Gartner Magic Quadrant™ Leader for API Management. What started with four developers challenging the complexities of APIs has evolved into a revolutionary platform powering API and event stream ecosystems worldwide. We’re driving digital transformation for top enterprises, from Michelin to Roche to Blue Yonder and beyond, offering unmatched control over APIs and event streams.

Our rapid growth and leadership in API management are fueled by our team’s commitment to excellence and our core values:

• Passion: We bring excitement to everything we do, constantly innovating to stay ahead of the curve.
• Do What it Takes: We go above and beyond to help customers and teammates succeed, holding ourselves to the highest standards.
• Professionalism: We believe in clear, respectful communication and prioritize the needs of our team and customers.

Join us on this journey. Be part of a team that’s redefining what’s possible in API management, and shaping the future of digital transformation. The possibilities are endless—be a part of the revolution!

THE ROLE & WHY IT EXISTS

Gravitee.io is taking APIs to the next level — we are the premier, open source API platform and we want everyone to know how amazing our software is. To make this happen, we are looking for someone passionate, curious and ambitious. This is where you come in. We are currently recruiting for a Customer Success Manager (CSM) to join our team.

As a CSM at Gravitee, you’ll be the technical champion for our customers, ensuring they maximize the value of our solutions. Your technical expertise and customer-facing skills will help you build strong relationships, understand customer challenges, and drive adoption, renewals, and upsells.

You’ll be the go-to contact for technical, product, and support inquiries, working closely with customers to ensure their success. This role offers an exciting opportunity to proactively support enterprises in accelerating their digital transformation initiatives.

WHAT YOU WILL BE DOINGYour daily to-do list will feature some or all of the following, but is not limited to:

• Ensure regular communication with customers and emerge as their trusted technical advisor and partner
  
• Establish business value for customers and help them achieve targets and ROI from use of the Gravitee platform
  
• Help existing customer to understand business case & value prop, also ensuring post-sales challenges/pitfalls are identified and mitigated into opportunities
  
• Understand, advocate, and document customer’s use case, architecture and roadmap
  
• Effectively manage the tracking and resolution of customer escalations on behalf of product and services
  
• Champion and advocate for the customer within Gravitee
  
• Actively addressing customers’ product features and future roadmap needs with Engineering and Product Management
  
• Responsible for customer renewal and expansion
  
• Explore new use cases and expand Gravitee platform usage
  
• Support cross functionally with demonstrations, content creation and marketing activities
  

ESSENTIAL SKILLS The right candidate will possess at least the following skills, if not more:

• 5+ years of demonstrated experience handling customers of all sizes in Customer Success, Technical Support and/or Professional Services functions in a fast-paced Software/SaaS company
  
• Strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision
  
• Excellent communication skills and an ability to concisely explain complex technical issues and solutions
  
• Prior experience administering/interacting with an API management platform(s)
  
• Prior experience or knowledge of databases such as MySQL, MongoDB, etc.
  
• Ability to travel when required to meet with your accounts

AT GRAVITEE, YOU’LL GET…

• Salary up to $95,000 + bonus variable
• Excell