Enterprise Customer Success Manager
Enterprise Customer Success Manager
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$ 103000 - 160000
1 Vacancy
Job Description
About Gladly:
Gladly the customercentered AIpowered customer support platform is built around people not tickets. Unlike traditional ticketbased customer support solutions our software helps brands deliver radically personal service at scale by integrating every channelvoice email SMS chat social messaging and selfserviceinto a single lifelong conversation stream. Companies like Allbirds Bombas Crate & Barrel and Warby Parker use Gladly to create exceptional customer experiences transforming everyday customer interactions into lasting connections.
Gladly is a fully distributed company that embraces remote work and believes in flexibility innovation and inclusivity. We foster a collaborative inclusive culture that prioritizes growth DEIB and meaningful connections. At Gladly people are at the heart of everything we do.
As an Enterprise Customer Success Manager on the Gladly Customer Success team you are responsible for building longterm strategic relationships increasing product adoption and ensuring seamless renewals. You will be responsible for our largest customers. Youll work closely with key stakeholders to understand their business objectives and translate that into how best to use Gladly to help them achieve their intended outcomes. As a customer advocate youll liaison between our customers and our internal organization ensuring that their needs and/or requirements are communicated and managed throughout Gladly while balancing these asks with the business needs. Youll gather customer feedback and product requests while focusing on aligning customer adoption with our current product capabilities. You will own a retention and renewal number on a quarterly and annual basis as well as help to expand and/or upsell as appropriate. In addition to traditional CSM responsibilities you will help to define and iterate how we approach various programs customer communications customer engagement and strategic planning initiatives.
What youll do:
- Own the success of Gladly customers in achieving the value of relationshipbased 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 Gladlys Customer Success program development strategic planning and customer engagement approach to drive consistency and scale as the company grows.
- Participate in presales activities with prospective customers such as meetings workshops and webinars.
Required Skills/Experience
- 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 startup 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 onsite with customers where needed.
Nice to have:
- Previous experience with a major systems integrator and/or cloudbased/SaaS solution offerings company.
- Expertise of customer support software and/or telephony processes.
Compensation
$103000 to $160000 per annum OTE (base variable); equity and benefits
For cash compensation we set standard ranges for all U.S.based roles based on function level and geographic location benchmarked against similar stage growth companies. In order to be compliant with local legislation as well as to provide greater transparency to candidates we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise and may vary from the amounts listed above.
Why Join Gladly
At Gladly were not just building softwarewere transforming an industry. We take a peoplefirst approach both in our product and our culture. When you join us youll enjoy:
- Competitive salaries stock options and comprehensive benefits
- Generous paid time off parental leave and home office stipends
- A fully remote work environment with opportunities for inperson team gatherings
- A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
At Gladly we believe in challenging the status quo celebrating grit and striving for excellence. We thrive as a team by embracing transparency collaboration and a customerfirst mindset. If this role excites you but you dont meet every qualification we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.
Required Experience:
Manager
Employment Type
Full-Time
