Senior Customer Success Manager

About Gravitate:

Gravitate is an AI-driven software company that serves the refined fuels industry. We provide software solutions to refiners, wholesalers, fuel retailers and transportation companies. The market demand for our solutions has been significant and we are growing rapidly. We are looking for a driven, hungry and talented professional to join our team.

As a Senior Functional Delivery Consultant, you will lead complex implementation projects and help our clients meet their fuel pricing and logistics optimization goals using our solutions. You will also help mentor and lead our newer consultants to help them meet our high standards for delivery excellence

Job Summary:

The Senior Customer Success Manager owns the ongoing customer relationship and customer outcomes for a portfolio of high-touch, complex, and strategic accounts. This senior individual-contributor role serves as the primary relationship lead for account management and customer success, including account plans, executive engagement, adoption, health, satisfaction, and value realization. The Senior CSM coordinates with Sales on renewals and expansion, providing customer context, a clear value story, and early visibility into risks and opportunities. Sales owns pricing, commercial negotiation, renewal paperwork, and close. The Senior CSM operates independently in complex accounts, leads recovery and change-management efforts, and helps raise the standard of Customer Success execution as Gravitate scales its AI-driven platform for refiners, wholesalers, retailers, and carriers.

Duties/Responsibilities:

• Own the ongoing customer relationship and customer outcomes for a portfolio of high-touch or operationally complex strategic accounts, building trusted relationships with executive sponsors, operational leaders, administrators, and day-to-day users.
• Build and maintain account and success plans, connecting customer business objectives, adoption priorities, and health to measurable results such as operational efficiency, margin improvement, automation, and visibility.
• Diagnose adoption barriers, guide customers through workflow and process change, and coordinate training and enablement that support customer self-sufficiency.
• Monitor customer health using product usage, stakeholder engagement, support trends, and survey feedback; lead structured mitigation and recovery plans across Customer Success, Delivery, Support, and Product. Coordinate with Sales when retention efforts require commercial options or negotiation.
• Lead QBRs and EBRs, including preparation and follow-up, using customer-specific data and outcome progress to communicate value, align on priorities, and strengthen renewal readiness. Engage Sales, Customer Success leadership, and executive sponsors as needed.
• Ensure complex implementations transition cleanly from Delivery into Customer Success, preserving business objectives, success criteria, and unresolved risks.
• Proactively track renewal timing, stakeholder alignment, and customer readiness; coordinate with Sales on renewal planning and retention risks. Identify and qualify expansion opportunities based on product fit, usage, and outcomes, and engage Sales for commercial qualification and close. Sales manages pricing, commercial negotiation, renewal paperwork, and close. Drive adoption after the sale.
• Capture structured customer feedback to influence Product, Delivery, Support, and enablement priorities, and share commercial and market insights with Sales. Run the NPS survey program and detractor follow-up for assigned accounts, and lead cross-functional actions to improve customer satisfaction and NPS.
• Orchestrate internal teams around customer outcomes, maintain clear responsibilities, and drive follow-through. Coordinate support, product, delivery, and commercial activities while the relevant teams retain responsibility for execution.
• Help refine customer segmentation, health scoring, success plans, QBR standards, risk playbooks, and reporting as the operating model matures.
• Coach and mentor CSMs, share best practices, and help raise the quality and consistency of the Customer Success team.

Required Skills/Abilities:

• Ability to build trusted relationships with senior customer stakeholders and influence decision-making across business, operational, and technical audiences.
• Strong commercial acumen and the ability to balance customer advocacy, retention risk, and business outcomes while coordinating effectively with Sales on renewals and expansion.
• Strong analytical skills and comfort using customer data, product usage, CRM data, support trends, and business metrics to tell a clear value story.
• Excellent communication, presentation, problem-solving, and cross-functional leadership skills.
• Ability to thrive in a fast-paced, founder-led, scaling SaaS environment where processes are evolving and ownership is high.

Education and Experience:

• Bachelor’s degree or equivalent practical experience.
• 5–7 years of experience in Customer Success, Account Management, Professional Services, Consulting, or another strategic client-facing role.
• 3+ years managing complex, high-touch, enterprise, or high-value customer accounts with multiple stakeholders.
• Demonstrated success driving adoption, customer health improvement, retention, renewal readiness, and expansion identification.
• Experience leading customer recovery, change-management, or multi-team execution in complex environments.
• Experience creating success plans, QBRs/EBRs, health scoring, risk mitigation plans, or scalable Customer Success playbooks.
• Experience coaching or mentoring peers or junior team members, formally or informally.
• B2B SaaS experience is preferred.
• Experience in refined fuels, energy, logistics, transportation, supply chain, ERP, industrial SaaS, or another operationally complex vertical is preferred.
• Experience with AI, automation, optimization, analytics, or workflow software is preferred.
• Hands-on experience with Salesforce, HubSpot, Gainsight, ChurnZero, Totango, or similar CRM/CS platforms is preferred.
• Experience helping build Customer Success processes in an earlier-stage or scaling environment is preferred.

About the Gravitate team:

To understand who our people are, you should first understand what they’re not: replaceable. Each member of the team is chosen carefully and with intention. We believe that finding the right fit is more important than a laundry list of credentials – and that we are people first, and titles second.

Because we hire the Gravitate way, our team is certainly one of a kind. We’ve brought together incredible talent that regularly collaborates to create clean, fresh solutions. That effort has led to remarkable opportunities, including work with many Fortune 100 clients. We’ve found that the winning combination of exciting achievements, trust in one another and open communication lays the groundwork for long-lasting, successful careers. That, and the fact that we clap for each other at every opportunity.

Problem solvers, go-getters and charge-takers - we (really) want to hear from you.