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Gladly · 1 month ago

Enterprise Customer Success Manager - US

United States

Full-time

Remote

Mid, Senior Level

$103K/yr - $160K/yr

Gladly is a customer experience platform that emphasizes relationship-based service powered by Customer AI. The Enterprise Customer Success Manager is responsible for building strategic relationships with key customers, ensuring product adoption, and facilitating renewals while acting as a customer advocate within the organization.

Artificial Intelligence (AI)Customer ServiceInformation TechnologySaaSSoftwareTechnical Support

Comp. & Benefits

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

Qualification

B2B client facingSaaS implementationCustomer relationship managementBusiness process awarenessProject managementCustomer advocacyCommunication skillsTeam collaboration

Required

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