Customer Success Manager (CSM)

Job Description

About Gruve Gruve is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic environment with strong customer and partner networks. Position Summary: At Gruve, Customer Success is the foundation of everything we do. We are seeking a dedicated Customer Success Manager (CSM) to serve as a trusted advisor, ensuring customers realize the full value of our Cyber Security, Infrastructure, Customer Experience, and AI/ML services. You will focus on building customer loyalty, developing strategic relationships, and driving continuous growth by aligning Gruve s services with the evolving goals of our customers Key Responsibilities: Own the customer journey from onboarding through service delivery. Build strategic and trusted relationships with key customer stakeholders. Understand customer business goals, identify expansion opportunities, and partner with the Sales team to position additional services. Conduct Quarterly Business Reviews (QBRs) and strategic planning sessions to highlight service outcomes, value metrics, and align future service delivery. Collaborate cross-functionally with the Sales and Delivery teams to ensure cohesive customer experience. Actively monitor service delivery performance and customer satisfaction. Mitigate renewal risks and resolve any customer challenges with the Delivery team. Drive customer advocacy by securing testimonials, case studies, and references. Optimize internal processes and initiatives related to customer success. Required Skills & Qualifications: Bachelors degree in business, technology, or a related field. 8+ years of experience as a Customer Success Manager (CSM), ideally within the IT Services industry. Proven track record of driving customer success, retention, and account growth. Exceptional written and verbal communication skills. Extensive experience working with global customer bases. Knowledge of network security products (such as Cisco Secure Firewall, ISE, and SD-Access) is desirable. Strong analytical skills and experience using customer success platforms. Preferred Qualifications: Ability to thrive in a fast-paced and dynamic environment that is customer focused. PMP certification is a plus. Why Gruve At Gruve, we foster a culture of innovation, collaboration, and continuous learning. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their best work. If you re passionate about technology and eager to make an impact, we d love to hear from you. Gruve is an equal opportunity employer. We welcome applicants from all backgrounds and thank all who apply; however, only those selected for an interview will be contacted.