Manager of Customer Success London, England

Gravitee.io

Full Time London, England 40000 - 70750 GBP ANNUAL Today

Job description

ABOUT GRAVITEE In 2015, four developers met while working on API strategy and implementation. The API world and API platforms were unnecessarily complex and no powerful open source solutions existed. Together, they decided to build a complete API platform providing business owners effortless control over their entire API ecosystem.

Gravitee.io is the leading open-source API platform, enabling worldwide developers and business users to build, manage and monitor their APIs. As a team, we are driven by the purpose of giving customers effortless control over their growing API ecosystem and a strong belief in the ethos of open source. We provide the most intuitive platform by understanding customers’ connectivity challenges and anticipating their needs. We are growing rapidly and we are looking for exceptional people who are excited to join us on this career-defining journey.

ABOUT THE ROLE 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 need someone passionate, ambitious, curious, and competitive looking to help our business and play a fundamental role in building something special. This is where you come in.

We are expanding globally to serve the needs of our large international clients who are predominantly in banking, healthcare, insurance, and more. Gravitee is the natural force of connection within the API space — join Gravitee.io and connect with your ideal opportunity.

As the Manager of Customer Success you will oversee the Customer Success organization and all employees in it. We are looking for a strong operational leader who understands the importance of exceptional customer service and has a passion for delivering value to our clients.

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

Creating and Optimizing customer acquisition campaigns across paid search campaigns – demo requests, free trials & pricing requests
Writing / testing ad copy, headlines, page titles & meta descriptions
Monitoring performance / spend across all paid search channels
Maintaining a demonstrable ROI on paid media and constantly refining the ratio of paid media spend to pipeline generated
Reporting on performance, identifying where we can scale, highlighting areas to improve, etc. – pulling data from various sources (HubSpot, GA4, Google Search Console, Google Ads & Microsoft Ads platforms)
Working with product marketing team to build out organic search campaigns to grow organic traffic & protect top organic rankings
Working with Marketing Ops to ensure all tracking & technical setup is in place & validatedAuditing top performing & underperforming web pages for SEO opportunities via interlinking, on-page optimizations / updates, technical SEO updates
Using a mix of SEO tools / CRO tools to understand intent & improve conversion rates across key pages
Performing competitive analysis for paid search / organic search programs Create high performing email nurture campaigns

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

8+ years of experience in Customer Success, showing progressive responsibility in each role
3+ years people management experience, including extensive coaching experience
3+ years managing a book of business within Customer Success, Sales with responsibility for renewal, forecasting and customer expansion.
Strong analytics capabilities - building, analyzing, and interpreting customer data to present ROI
Strong operator - track all data (we use Hubspot and Zendesk) and ensure that processes are followed

CORE VALUESAt Gravitee, we believe strongly in living our core values as a team and as a company. We don’t just write them- we live them. Our company is based on employees who work and operate with the principles of:

Passion: Work because you love it. Use your sense of passion to become an expert in your field, to think about where our market is going, how to improve and how to do things better.

Do What It Takes: Work with speed, fight and intensity to ensure the job is done to your highest standard.

Professionalism: Respond to needs quickly, in a polite and respectful way, to our internal and external customers.

AT GRAVITEE, YOU’LL GET…

Excellent medical coverage to keep your body and mind healthy
Pension and 401k program options for all locations
Stock option plan for employees
25 days holiday/vacation in addition to in-country national holidays as well
3 mental health days per year with an allowance toward a mood-boosting activity of your choice
Birthday off to celebrate your day
Learn and grow with our professional development allowance to be used to benefit your career
Quarterly outings and an annual offsites in an exciting location!Hybrid culture with options to go in to an office in one of our hubs
Ability to work for one of the fastest-growing companies and alongside some of the most talented people in the API technology sector
A meaningful, progressive, global company culture that is as fun as it is hardworkingEndless growth opportunities

At Gravitee, no employee or applicant will be treated less favorably on the grounds of their sex, marital status, race, color, nationality or ethnic or national origin, disability, gender, sexual orientation, gender identity, age, pregnancy or maternity, marital or civil partner status, or religion or belief. By clicking submit below, you consent to allow Gravitee to store and process the personal information submitted above.

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