Enterprise Customer Success Manager

About Gorilla 🦍🌱
Join us at Gorilla and be part of a mission to transform the energy industry. At Gorilla, you'll play a vital role in delivering cutting-edge data solutions for a lower carbon future. We focus on providing efficient, reliable, and flexible SaaS solutions for data processing and analysis in the energy sector. Together, we're driving digital transformation, maximizing ROI for clients, and contributing to achieving net-zero emissions through technology and data-driven insights.

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About the Customer Success Team 🧑‍🤝‍🧑✨
Customer Success is a cornerstone of Gorilla’s mission. We champion the Voice of the Customer and unite teams to deliver exceptional experiences.

• Driving the Customer Journey: From the first signature to transforming customers into loyal advocates, we own the post-sales experience, ensuring every touchpoint leaves a lasting impression.
• Refining Processes for Growth: We’re refining our value proposition, streamlining processes, and adopting tools like Planhat to prepare for rapid expansion.
• Shaping the Future of Energy: Together, we’re propelling the global shift to carbon-neutral energy.

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Where and how you’d work 🌎🏠
This role is currently an Office - Mix Hybrid role in the London office. This means you would chat with your leader and team for the number of days you need to be together to collaborate and achieve outcomes in close proximity. This is often 1 - 2 days a week. The other days you have flexibility.

This role includes regular travel to our Customer’s offices and to the Antwerp office.

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This role is for you if:

• You have a Customer-Centric Mindset & you act as a Trusted Advisor:
• When you think of customers, you think of them as valued partners; helping all relevant stakeholders get the most out of Gorilla’s apps and features to achieve mutual success.
• You like to stay informed on industry trends, product developments, and best practices ensuring you can deliver the most up-to-date value to your customers.
• You love to provide strategic guidance, positioning Gorilla as an indispensable partner to align with customers’ business goals and challenges.
• You are a star at Strategic Communication & Stakeholder Management:
• You are eager to understand and map the customer’s organizational structure, identifying key decision-makers and influencers to ensure strong relationships at all levels.
• You love building & maintaining relationships with key customer stakeholders (e.g., C-level executives, technical POCs) across all levels of the organization, ensuring deep trust and loyalty.
• You communicate customer needs, feedback, and opportunities to both internal and external stakeholders, ensuring alignment with customer business goals and Gorilla’s solutions and providing a holistic, aligned Customer Success Strategy.
• You eat & breathe Adoption, Retention, and Growth:
• You proactively monitor adoption and usage to identify opportunities to improve value realization for customers.
• You drive customer retention by identifying at-risk accounts early and by implementing targeted strategies to prevent churn.
• You spot upsell and cross-sell opportunities by understanding customers’ evolving business challenges and introducing additional products or services that drive further value.
• You collaborate with Sales on renewals, ensuring impeccable Customer Health in the months leading up to the renewal.

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What you'll do on a day-to-day basis 🦍 🎯
As an Enterprise Customer Success Manager at Gorilla, you develop trusted advisor relationships with key stakeholders, ensuring Gorilla’s solutions align with customers’ long-term strategies and evolving business needs. You collaborate with executive-level stakeholders to showcase ROI and drive strategic alignment between the customer’s vision and Gorilla’s capabilities.

The Enterprise Customer Success Manager will achieve success through the following measurable outcomes:

• Onboarding, Adoption, and Value Realization
  Drive customer satisfaction by understanding customer business needs, mapping their organizational structure to deliver tailored solutions, and ensuring customers realize maximum value from Gorilla's products.
  Provide proactive service to navigate customer dynamics, drive product adoption, and support the delivery team in achieving implementation success.
• Retention, Renewals, and Growth
  Proactively identify at-risk accounts and implement targeted strategies to mitigate churn, leveraging internal resources to secure customer retention.
  Proactively manage renewals by deeply understanding ongoing customer needs and demonstrating the continued value of our products.
  Identify and act on opportunities for upselling, cross-selling, and new product applications within existing customer accounts by understanding evolving business challenges.
  Generate cross-sell leads and promote additional products or solutions that enhance overall customer value and drive increased ARR.
• Advocacy and Referrals
  Cultivate customer advocacy by encouraging participation in case studies, reference calls, or advisory boards.
  Identify and leverage marketing opportunities, such as customer testimonials, success stories, and referrals, to showcase the impact of Gorilla’s solutions.

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What You'll Bring 🎒👩‍💻
Experience:

• Enterprise Customer Success Guru: You've handled big-name accounts, keeping retention rates high (95%+) and building great relationships with stakeholders.
• Data Whisperer: You know how to use insights to align SaaS tools with what customers need, boosting adoption and delivering results.

Skills That Shine:

• Metrics Wizard: You love tracking progress, improving customer health scores, and making plans that stick.
• Training Ace: Leading sessions and helping teams get the most out of their tools is second nature to you.

Soft Skills That Count:

• Customer Hero: You’re great at solving problems and keeping things smooth when issues pop up.
• Team Player: Feedback and collaboration? You’re all in, always aiming to make things better.

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You will report into: Valérie Gerets
You will work in a team with: Maryam Abbas & Jen Orellana

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What's in it for you 👀💰

• Flexible work options: Whether you choose Office Mix or Remote First Mix (currently available within certain timezones and locations). We offer country-specific mobility benefits, and the ability to work flexible hours. You will be equipped with the best technology for remote work.
• A job with purpose: At Gorilla, we’re not just watching the world change—we’re making it happen! 🌍⚡ We provide cutting-edge data services to energy retailers, helping them tackle climate change while keeping the lights on; we’re here to make a big impact and have some fun along the way.
• Remuneration Approach: Clear and no-nonsense based on your experience and location.
• Core Benefits: Wherever your location, you can expect a generous PTO allowance and health insurance coverage.
• Career Growth opportunities: As Gorilla is growing at an incredible pace, you can leave your mark – growing alongside Gorilla. Lifelong learning is part of our DNA, and we care about your individual dreams and ambitions, beyond just work.
• International Travel: We host Gorilla Company Wide Gatherings where we all get a chance to see each other in real life. Past locations have included Portugal, Amsterdam, and De Ardennen.