Enterprise Customer Success Manager

Join us at Gorilla, a pioneering SaaS company reshaping the energy sector landscape. Focusing on innovation, we provide cutting-edge data applications for energy retailers, revolutionizing pricing, forecasting, and portfolio analysis.

Gorilla is a start-up on a fast-paced journey where innovation and your voice matter! We are expanding into the US 🇺🇸 and are on the lookout for passionate individuals to be part of our brand-new team in Austin, Texas.

Dive with us in complex challenges as we spearhead change in the energy and utility industry 🚀

Mission

As a Customer Success Manager, your mission is to drive customer success by building strong relationships, providing strategic guidance, and delivering exceptional service. You will deeply understand customers' needs, tailor solutions to meet their unique challenges, and empower them to maximize the value of our product. By collaborating with internal teams, you will integrate customer feedback to foster innovation and enhance our offerings. Your proactive approach and dedication to excellence will ensure our customers achieve their business goals, reinforcing our reputation as a trusted partner in their success.

Key Responsibilities

Value Realization and Customer Satisfaction

• Drive customer satisfaction by maximizing the value of Gorilla's products through understanding their business needs and mapping their organization.
• Ensure value for all stakeholders by providing proactive service and navigating customer dynamics to drive product adoption.
• Support professional service teams in delivering tailored solutions.

Cross-Sell Lead Generation

• Identify opportunities for new product applications within existing customer accounts by understanding their evolving needs and business challenges.
• Leverage relationships to generate cross-sell leads, promoting additional products and solutions that enhance overall value.

Renewal Management

• Proactively manage customer renewals by understanding their ongoing needs and demonstrating the continued value of our products.
• Foster strong relationships, address any concerns, and collaborate with internal teams to ensure a smooth and successful renewal process.

Key Competencies

• Customer-Centric Problem Solving: Understand customer needs and business objectives, identify root causes of issues, and develop strategic, long-term solutions in collaboration with cross-functional teams to drive product adoption and value realization.

• Relationship Management and Sales Acumen: Build strong customer relationships through excellent interpersonal and communication skills. Work effectively with product and professional services teams. Proactively identify and leverage sales opportunities to enhance overall value and drive business growth.

• Cross-Sell Lead Generation: Identify opportunities for new product applications within existing customer accounts by understanding their evolving needs and business challenges. Leverage relationships to generate cross-sell leads, promoting additional products and solutions that enhance overall value.

Benefits

You become part of an ambitious organization and an enthusiastic team with a mindset to win! As Gorilla is growing at an incredible pace, you can leave your mark - growing alongside Gorilla.

We actively challenge ourselves and our colleagues, to always improve our skills, methodology, and capabilities. Lifelong learning is essentially embedded in our organization, and we care about your dreams and ambitions, beyond just work.

On top of that, our remuneration approach is clear and no-nonsense, just like our feedback culture and personal development approach.

If you're passionate about creating an exceptional workplace environment and possess the skills and experience outlined above, we'd love to hear from you.