Gravyty

• Spend most of your time architecting and writing production-ready code for core AI engagement features across Gravyty’s platforms • Lead the AI team to oversee project delivery, ensuring high standards of quality, efficiency, and operational excellence • Provide expert-level code reviews and mentor junior engineers to foster a culture of technical excellence within the ML team • Lead the planning and coordination of AI projects across all product lines, ensuring alignment with institutional needs for recruitment, retention, and career readiness • Build and optimize Retrieval-augmented generation (RAG) systems and agentic workflows to deliver personalized user support • Oversee the deployment of MLOps systems to ensure the reliability and scalability of virtual assistants and predictive analytics tools • Ensure all AI features comply with enterprise-grade encryption and standards such as SOC2 Type 2, FERPA, GDPR, and HIPAA.

• Manage and mentor a cross-functional team of engineers, fostering a culture of innovation in AI-powered automation and student success initiatives. • Provide technical guidance, sprint planning support, and career development for engineers while ensuring delivery against the product roadmap. • Oversee the end-to-end development of the Ivy & Ocelot platform, ensuring the delivery of a comprehensive, data-driven engagement tool. • Lead the engineering efforts to maintain a unified chat inbox that manages interactions across SMS, WhatsApp, Email and Phone. • Ensure robust, secure integrations with major campus systems, including Student Information Systems (SIS), Learning Management Systems (LMS), and CRMs. • Drive the team toward maximizing institutional ROI by automating routine inquiries and reducing administrative burdens for staff. • Maintain strict adherence to compliance standards, including SOC2 Type 2, FERPA, GDPR, and HIPAA.

Role Purpose The Manager of Mid-Market Customer Success is a player-coach leadership role responsible for leading and developing our Mid-Market Customer Success team while also helping build and scale our emerging Tech Touch segment. This is a hands-on position focused on driving a high-performing, outcomes-oriented team with a strong emphasis on renewals, retention, and expansion. In addition to coaching and performance management, you will directly manage a portfolio of accounts, ensuring consistent value realization, proactive engagement, and commercial rigor across the segment. Your mission is to strengthen our mid-market success engine, introduce scalable and digital-first engagement strategies, and elevate the team’s ability to drive measurable customer outcomes and long-term growth. Core Responsibilities Team Leadership & Operational Strategy - Direct Management: Lead, coach, and develop a high-performing Mid-Market Customer Success team, fostering accountability, commercial ownership, and a culture focused on renewals, retention, and expansion. - Segment Evolution: Evolve the current SMB framework into a Mid-Market model while helping to design and scale the Tech Touch segment, balancing high-touch engagement with scalable, digital-first strategies. - Performance Analytics: Track and report on team-wide adoption, engagement, renewal, and churn metrics to ensure overall portfolio health and drive data-informed decision-making. - Workflow & Playbook Innovation: Refine success plans, playbooks, and workflows to provide consistent, best-in-class guidance and enable the team to deliver measurable customer outcomes. Strategic Account Management (Player-Coach Responsibilities) - Portfolio Ownership: Directly manage a portfolio of accounts (Mid-Market or Tech Touch), modeling proactive engagement, strategic value delivery, and commercial rigor. - Retention & Growth: Lead renewals, identify expansion or cross-sell opportunities, and maximize customer lifetime value across assigned accounts. - Lifecycle Engagement: Conduct high-impact success reviews and strategic check-ins, setting the standard for how the team engages their own portfolios. - Cross-Functional Advocacy: Partner with Sales, Product, and Marketing to surface insights, influence roadmap decisions, and resolve complex customer challenges. Requirements - Professional Experience: 5+ years in B2B SaaS Customer Success or Account Management, with at least 2 years in a leadership or senior-level role. - Scaled Success Expertise: Deep experience using CS platforms (e.g., Gainsight, ChurnZero) and CRM systems to build automated, data-driven customer journeys. - Analytical Mindset: Comfortable using data insights and segmentation to prioritize interventions and drive product utilization. - Communication Mastery: Exceptional ability to communicate complex value propositions to diverse audiences, from administrative users to executive donors. - Cultural Alignment: A proactive, collaborative spirit with a bias toward action and a passion for the nonprofit and education sectors. About Gravyty At Gravyty, we are redefining how higher education, K-12, and nonprofits engage students, alumni, and donors. Our AI-powered platform transforms engagement for over 2,750 institutions, powering more than 25.5 million interactions annually. We offer a supportive, purpose-driven environment with competitive benefits and a commitment to inclusive recruitment. Location United States (Remote) Department Customer Success Employment Type Full-Time Minimum Experience Manager/Supervisor Compensation Base: 90,000 - 140,000 USD

• Own the strategy, planning, and execution of 30+ annual events across North America, including large trade shows, regional events, field activations, micro-events, and an owned virtual conference • Develop and evolve the event and field marketing strategy aligned with revenue goals, go-to-market priorities, product focus, and brand awareness objectives • Serve as the central owner of event strategy and execution, partnering cross-functionally with Sales, Marketing, Product, Customer Success, and Executive Leadership • Align audiences, messaging, and experiences with target personas, priority accounts, and regional sales initiatives • Allocate and manage event budgets, resources, vendors, contracts, and timelines to maximize impact and ROI • Evaluate and pursue new event opportunities, partnerships, and market presence to support growth and competitive positioning • Define success metrics and forecast event-influenced pipeline; track performance across the funnel using Salesforce and HubSpot • Partner closely with Sales to ensure strong pre- and post-event execution, including lead follow-up, meeting outcomes, pipeline progression, and deal acceleration • Monitor program ROI and pipeline contribution to inform ongoing investment decisions and program optimization • Present program performance, forecasts, and strategic recommendations to senior leadership • Develop high-touch executive experiences for Director- through C-level audiences to accelerate relationships and deal progression • Own content and speaker strategy for industry and owned events, emphasizing customer storytelling and thought leadership • Manage and mentor a Webinars & Campaigns Manager, ensuring alignment between digital and in-person engagement • Partner with the CEO and wider executive and go to market teams to lead key strategic partnerships and execute joint marketing initiatives to expand brand reach and pipeline impact (~10% of your time) • Maintain relationships with top 5-7 integration partners (CRM, SIS, ERP, LMS) including maintaining contractual partners relationship programs, activating co-marketing opportunities, and ensuring awareness across Gravyty of how to leverage being in the partner networks of major ed tech companies.

• Independently source new business opportunities • Own the entire sales process—from initial contact to close • Build relationships with departmental leaders and technical buyers • Conduct compelling web-based and in-person demos • Navigate complex sales cycles • Collaborate with sales development, marketing, and customer success

• Own a large portfolio of small to mid-sized business accounts • Engage customers through automated communications, success reviews, strategic check-ins and campaigns • Monitor usage and customer health to trigger timely interventions • Collaborate cross-functionally to resolve issues and deliver customer value • Identify churn risks and expansion opportunities, surface cross-sell opportunities to Sales

• Partner with sales and CS to understand business goals • Design scalable solutions based on platform capabilities • Create solution documentation and integration architecture • Stay up to date on product roadmap and capabilities • Conduct discovery and requirements gathering • Architect customer-specific solutions • Document and present solution plans • Collaborate with implementation and CS teams

• Act as a trusted advisor to prospects & Customers, leading deep-dive technical discovery • Map requirements (especially integration needs) to our product capabilities • Design clear, value-based paths to success • Develop and deliver compelling, customized product demonstrations and solution narratives that articulate clear business value and ROI • Serve as the technical domain expert for Ivy and Ocelot, specializing in AI/NLP/LLM capabilities • Design and articulate sophisticated integration strategies • Manage and complete technical RFPs and security questionnaires with precision and clarity • Work closely with technical and security teams to address SSO, API, and implementation requirements • Provide critical field feedback to inform the product roadmap and remove deal roadblocks • Stay current on all platform capabilities, competitive landscape, and industry trends