Customer Success Manager 1

Summary

Join Glassdoor as a Customer Success Manager (CSM) and engage, retain, and drive customer understanding of Glassdoor product offerings, focusing on Employer Branding and Online Recruiting. As a key driver of retention and growth in the Enterprise space, you will act as a trusted advisor, fostering product adoption and conducting business reviews. You will supervise and optimize employer content and recruitment advertising campaigns, partnering with sales to achieve customer success criteria and identify upsell/cross-sell opportunities. You will collaborate with internal teams to meet customer needs and develop a deep understanding of customer business drivers. This role requires a metrics-driven approach to achieve retention and revenue outcomes, working autonomously and conducting virtual client meetings.

Requirements

• 1-3+ years of experience in B2B environments with a preference for customer success, account management, sales or consulting background
• Proven ability to identify upsell opportunities, influence renewal conversations, and drive account growth through strategic engagement and product alignment
• Passion for online advertising/media, marketing, and/or employer branding space is a must!
• Ability to work autonomously and take initiative, demonstrating a deep knowledge of your customers objectives, risks and opportunities
• Strong metrics-driven mindset and a consistent track record of successfully achieving customer retention and expansion revenue goals
• Comfortable conducting live virtual client meetings with a professional demeanor
• Ability to travel within the United States ~3 times per year for training or other team gatherings

Responsibilities

• Act as a trusted advisor, inspiring leader, and subject matter authority to customers in relation to the full suite of Glassdoor’s products
• Foster comprehensive adoption of Glassdoor’s products
• Produce and conduct Business Reviews, engaging with individuals at various levels of a customer’s organization, as well as potential Agency partners
• Supervise and optimize employer content and recruitment advertising campaigns, including display advertising and profile branding to ensure consistent product performance and delivery
• Partner closely with Sales to define and achieve customers’ success criteria, demonstrate return on investment, in order to drive strong renewal outcomes
• Identify strategic upsell and cross-sell opportunities through consultative discovery, aligning client business needs with additional Glassdoor solutions to grow existing account value
• Collaborate with Sales on expansion strategies and proactively influence deal cycles, sharing insights and surfacing growth opportunities during the customer lifecycle
• Act as a liaison between internal teams to ensure customers’ needs are being met; coordinating amongst implementation, sales, marketing, finance, and product teams
• Develop and maintain a deep understanding of customers’ business drivers, branding needs and recruiting goals, recommending Glassdoor resources and activities that align to those initiatives
• Lead the post-sale customer relationship, delivering strong value and growth opportunities from onboarding through renewal
• Leverage a metrics-driven approach to achieve retention and revenue outcomes, focusing on measurable customer impact
• Work autonomously and take initiative, demonstrating a holistic and self-driven approach to managing customer accounts
• Conduct live virtual client meetings with professionalism

Preferred Qualifications

• Previous experience in digital and branding advertising campaigns or online recruiting is helpful!
• Basic understanding of the recruiting landscape and employer branding, a plus
• Experience with Salesforce (or similar CRM) and Customer Success Analytics platforms, such as Gainsight or a similar customer success platform, highly desirable

Benefits

• Base Salary Range*: $61,500.00 - $81,700
• Quarterly Bonus Target**: 20%
• Generous Restricted Stock Units (RSU)
• Health and Wellness: 100% employer-paid premiums for employee medical, dental, vision, life, short and long-term disability, select well-being programs, along with 80% employer-paid premiums for all dependents
• Generous paid time off programs for birthing and non-birthing parents are provided, along with paid injury/illness leave and paid family emergency leave
• Work/Life Balance: Open Paid Time Off policy, in addition to 15-20 paid company holidays/year
• Investing in Your Future: 401(k) plan with a 50% company match up to $5,000 per year, subsidized fertility and family planning services, and discounted legal assistance services