Enterprise Customer Success Manager

Summary

Join Gladly's Customer Success team as an Enterprise Customer Success Manager and build lasting relationships with key clients. You will be responsible for the success of Gladly's largest customers, focusing on product adoption, seamless renewals, and strategic account planning. Collaborate with internal teams to understand customer needs and translate them into actionable strategies. Act as a product expert, providing guidance and resolving account issues. Contribute to the development and improvement of Gladly's Customer Success programs. This role requires experience in B2B client-facing roles, SaaS software implementation, and strong communication skills. Gladly offers competitive compensation, equity, and a comprehensive benefits package, including health insurance, paid time off, parental leave, and a flexible work environment.

Requirements

• Previous experience in a B2B client facing role (sales engineering, consulting, professional services, CSM, or technical account management)
• Previous experience implementing SaaS software applications and/or providing technical and strategic advisory services
• Genuine passion for building and maintaining strong relationships with a diverse set of internal and external stakeholders, from engineering, product, marketing, etc
• Entrepreneurial. Highly Ethical. Hands on. Passionate. Curious. Persistent. Creative. High standards for personal productivity. Enthusiastic about building Customer Success in a start-up environment
• Great communication skills - able to provide clear & concise guidance through emails, over the phone, or in person, with a casual and confident tone
• Excellent organization, project management, time management skills is a must
• Able to gain consensus and get business and technical teams to work together toward timely issue resolution
• Able to build and support a business case to customer teams
• A strong awareness of business processes and ability to translate business processes into enterprise application implementations
• Effective team player dedicated to continuously improve upon our process of advocating for the customer
• Innately understand how to balance advocacy for Gladly and the customer by looking for win:win outcomes
• Comfortable and willing to engage on-site with customers where needed

Responsibilities

• Own the success of Gladly customers in achieving the value of relationship-based customer service using the Gladly platform
• Build lasting relationships through consistent engagement with customer executives and managers to instill understanding of product vision, value proposition and features. Proactively engage clients to drive product adoption and optimal product experiences
• Partner with Sales Account Executive to develop and execute on account plans, ensure alignment within Gladly teams on account strategy. Develop & maintain relationships with other key internal customer champions, including engineering, product and marketing leadership to help strategically guide the direction of the product based on voice of the customer feedback
• Serve as a product expert for customers, including deployment best practices as well as configuration of product settings/rules to address customer business and technical needs
• Act as a strategic advisor with the ability to make recommendations on how to best leverage the Gladly platform as well as improve processes that may fall outside of the contact center
• Resolve account issues quickly, leveraging resources from across the company as needed
• Contribute to Gladly's Customer Success program development, strategic planning, and customer engagement approach to drive consistency and scale as the company grows
• Participate in pre-sales activities with prospective customers such as meetings, workshops, and webinars

Preferred Qualifications

• Previous experience with a major systems integrator and/or cloud-based/SaaS solution offerings company
• Expertise of customer support software and/or telephony processes

Benefits

• $103,000 to $128,000 per annum OTE (base + variable); equity, and benefits
• Medical, Dental, Vision and Life insurance
• Generous paid time off
• Generous paid Parental Leave
• 401K
• Flexible Spending Accounts
• Home office stipends
• Competitive salaries, stock options
• We have embraced remote work and make it easy for our team to work from anywhere, but we also invest in opportunities to get the teams together in person regularly