Gridwise is on a mission to improve the way people and goods move. We started by empowering the gig workers themselves who move us and our goods with our market-leading gig worker mobile application. Over time, we’ve expanded our efforts to enable other key enterprises who impact people and goods movement - service providers, enterprises, retailers, and more - through our Gridwise Analytics mobility insights platform.
As the leading business application for gig economy drivers, Gridwise helps them maximize their earnings and track their performance across gig platforms, all in one place. We're a rapidly growing, venture-backed company that's developed market-leading solutions to enable gig workers and enterprises to leverage the most powerful gig mobility data insights in the industry.
By equipping one of the largest gig-driver networks in the mobility industry, representing 10% of all US gig drivers, Gridwise has amassed the most comprehensive gig mobility dataset out there. This means we're uniquely positioned to make waves in a $50B data-as-a-service opportunity through our B2B offering, Gridwise Analytics.
At Gridwise, we're on a mission to become the go-to operating platform for gig drivers and offer solutions that empower the entire ecosystem, improving the way people and goods move. We're proud to support a growing community of independent workers who are revolutionizing the mobility industry, one trip or delivery at a time.
The Role
To support our rapid growth, we are scaling our Enterprise go-to-market teams and looking to bring on a Senior Customer Success Manager for Gridwise Analytics! This person will pave the way for future Success Managers, go deep on use cases with our top-tier existing customers, and help develop new processes to ensure the optimal full lifecycle success of our Gridwise Analytics customers.
What you're responsible for
- Be the voice and internal champion of our Gridwise Analytics customers
- Leverage your technical understanding of our Analytics products and data model to ensure we meet customer needs and creatively approach new use cases
- Advise Executive team on growth opportunities through documented customer stories across different industry verticals and multiple use cases
- Codify processes for customer onboarding, new use case identification, and other customer success SOPs
- Lead the onboarding for new customers, including establishing and tracking success criteria, facilitating customer data configurations, coordinating the technical integration for data delivery, setting up kickoff calls, and ongoing check-in calls
- Build stakeholder relationships and expand relationships to identify expansion opportunities
- Collaborate with multiple functions to ensure our customers are always deriving maximum value from our data by collecting feedback on use cases, scope, a utility within customer organizations, and any requested product improvements
- Schedule and lead regular executive business reviews (EBRs), either virtual or onsite
- Collaborate with internal Product & Engineering teams to ensure customer feedback informs product roadmap priorities and feature specifications
- Collaborate with Marketing to help us build customer credibility through case studies, co-marketing, events/webinars, etc.
- Manage existing accounts and increase account contract value by identifying upsell opportunities
What we are looking for
- 5+ years experience with a successful track record operating in data, analytics, or other technical SaaS businesses
- Technically proficient in understanding software and analytics products (i.e. Looker, Domo, Tableau, PowerBI, BusinessObjects, etc.)
- Desire to build processes from scratch, training and onboarding new team members, and serving as our internal SME in cross-functional initiatives
- Proven ability to manage accounts across multiple sizes, verticals, and use cases
- A strong track record of working with decision-makers within organizations to align product value with organizational need and budget
- Proven ability to close annual renewal and upsell contracts with existing customers across proven and emerging verticals
- Proven ability to thrive in a fast-paced, startup environment while maintaining a collaborative, team-oriented approach to your work
- Outstanding presentation, written, and verbal communication skills
- Excellent organizational and project management skills across the CRM, product documentation, customer notes, etc.
- Analytics and Data-as-a-Service (DaaS) experience a plus
Gridwise could be a good fit for you if you
- Are a self-starter who enjoys having autonomy in how they work
- Want to work with authentic people who embody diversity and are true to ourselves
- Want to be at a company that values your professional growth and empowerment
- Are looking for a cohesive team that cares about each other’s well-being
Why do people work at Gridwise?
- We are a remote-first culture - you work where you want and have flexibility on schedule
- You're surrounded by smart people who work their ass off - and have fun while doing it!
- Your work has a direct impact on the lives of gig workers and the way people and goods move at scale
- Your professional growth is one of our core company values and is invested in by us
What we offer
- Work remotely from anywhere in the world (US hours)
- Competitive salary & equity
- Medical, dental, & vision benefits
- 401(k) offering
- Work from home budget or paid membership at a remote coworking office
- Flexible hours & vacation policy
- Monthly rideshare and delivery credits
- Coffee subscription
- Premium laptop/equipment