Senior Manager, Customer Success

About Gravity

Gravity is the platform public agencies use to manage budgeting, automate financial reporting, and meet compliance with confidence. From Annual Comprehensive Financial Reports (ACFR) to Budget Books to GASB disclosures, we give teams the tools to move faster, work smarter, and build public trust.

About the Role

The Senior Manager, Customer Success is responsible for leading a team of Customer Success Managers while also overseeing strategic accounts. You will build and scale programs that drive product adoption, retention, and growth—especially for customers in finance and accounting functions where accuracy, trust, and operational maturity are mission‑critical.

You are a coach, a strategist, and a customer champion who thrives in a fast‑paced environment. You know how to translate complex operational needs into actionable success plans and can serve as an advisor to finance leaders as they transform their workflows.

What You’ll Do

Leadership & Team Development

- Lead, mentor, and grow a high‑performing Customer Success team.

- Build a culture of accountability, coaching, and continuous improvement.

- Define team KPIs and performance frameworks that align with One Gravity’s customer outcomes strategy.

- Oversee the success and retention of a portfolio of high‑value accounts, with a strong emphasis on customers in finance, accounting, FP&A, audit, and financial operations.

- Build and refine scalable playbooks, onboarding journeys, and adoption frameworks tailored to finance and accounting workflows.

- Serve as a leadership sponsor for strategic accounts, partnering with finance leaders to understand their operating models and long‑term goals.

Cross-Functional Collaboration

- Partner with Product, Engineering, and Operations to bring forward customer insights and shape roadmap priorities—particularly around financial accuracy, workflow automation, and compliance features.

- Work with Sales to identify and execute expansion opportunities.

- Support Marketing with case studies, reference programs, and thought leadership content focused on finance and accounting use cases.

Data-Driven Customer Health

- Lead customer health scoring logic, risk frameworks, and predictive retention models in partnership with Customer Success, Professional Services, and Commercial Operations leadership.

- Ensure consistent tracking of customer outcomes, usage patterns, and adoption milestones.

- Present customer insights and business reviews to internal leadership and external stakeholders.

What You’ll Bring

- 7+ years of experience in Customer Success, Account Management, or a related client-facing role, including 3+ years in people management.

- Experience supporting clients in finance, accounting, or financial operations (e.g., SaaS tools, ERP solutions, workflow platforms).

- Strong business acumen and the ability to communicate with CFO‑level executives.

- Proven success improving retention, driving customer adoption, and scaling CS programs.

- Exceptional leadership, relationship‑building, and communication skills.

About You

- You are a strategic, relationship‑driven leader who enjoys coaching teams and elevating customer outcomes.

- You have deep experience partnering with clients in finance, accounting, FP&A, or financial operations and understand the rigor those environments demand.

- You’re fluent in operational workflows, process optimization, and how technology supports financial accuracy and compliance.

- You can engage confidently with C‑suite executives—especially CFOs, controllers, and finance transformation leaders.

- You balance strategic thinking with hands‑on execution and know when to dive into details.

- You build trust quickly and communicate clearly, even around complex or technical topics.

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