Customer Success Manager

| San Francisco
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As a Customer Success Manager on the Gladly Customer Success team, you’re responsible for building long-term strategic relationships, providing best-in-class on-boarding and training, and strengthening overall product adoption and engagement with our top-tier enterprise customers. You'll work closely with key stakeholders to understand their business objectives, acting as their trusted advisor in using Gladly effectively toward their ideal outcomes.
As our customer advocate, you'll liaison between our customers and our internal organization, ensuring that needs and/or requirements considered critical to the success of these customers are communicated and managed throughout Gladly. You’ll gather customer feedback and product requests while helping to align customer adoption with our product as well as helping to expand, up-sell and renew orders from existing customers, and will ultimately own a retention and renewal number on a quarterly and annual basis.
In addition to traditional CSM responsibilities you will be part of the early CS team that is defining and building the foundation for how we approach the various programs, customer communications, customer engagement, and strategic planning initiatives that will define the future of Gladly's Customer Success offering.
What You’ll Do:

  • 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.
  • Work with new customers to implement, rollout, and on-board across their entire organization, leveraging best practices and customer journey programs. Provide product training and enablement to managers, supervisors and contact center agents who will be using Gladly.
  • 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.


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 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, and communication skills.
  • Quick learner, able to fully grasp technological detail as well as high level business concepts.
  • 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.
  • Demonstrated ability to collaborate and build strong relationships with customer stakeholders at all levels.
  • Innately understand how to balance advocacy for Gladly and the customer by looking for win:win outcomes.
  • Proactive interest to increase customer satisfaction and deepen customer relationships.
  • Comfortable and willing to engage on-site with customers where needed.

Nice to have:

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

Travel:
25-35% annually

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • AWSDatabases
    • AuroraDatabases
    • LookerAnalytics
    • FigmaDesign
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • MailgunEmail

Location

Our office is situated in the Financial District just a block away from Montgomery BART station and adjacent to the Crocker Galleria food court.

An Insider's view of Gladly

What’s the vibe like in the office?

Gladly is the first workplace I’ve ever been where I could come in as a woman of color and feel really strong and empowered by that. In my experience at tech companies, I’ve often been the only one of my kind in the room, even in the whole company. Gladly is the first place where I feel like what makes me unique is not just appreciated, but crucial

Christina

Customer Success Manager

How do you collaborate with other teams in the company?

No matter where you work across the organization you will have opportunities to get involved in the customer side of things. In my first year here as a designer, I visited multiple prospect meetings with the sales team. Those on-sites helped me empathize with our customers and get to the heart of their needs, which is reflected in my work every day

Shelby

Product Designer

How has your career grown since starting at the company?

I joined Gladly as a junior engineer and found opportunities for growth to be incredible. Unlike many other companies where those new in their career get stuck on unimportant tasks, I got to work on projects that were crucial, customer-facing work.

Shelley

Engineering Manager

What is your vision for the company?

Our team's drive is to make customer service radically personal. Extending Gladly from integrated voice, SMS, email, messaging to now with in-app messaging is a big step in our vision of a lifelong conversation for companies and their customers.

Joseph

CEO

What are Gladly Perks + Benefits

Gladly Benefits Overview

Invest in your health & wellness:
Gladly wants to invest in your being your best self, which is why we offer medical, dental, and vision coverage, a monthly fitness stipend, healthy catered meals 3x a week, an Employee Assistance Program and much more.

Plan your future:
At Gladly, we want you to stick around for the long haul. That’s why we care about present and future you by providing a 401k plan, Flexible Spending Accounts, 16 weeks paid parental leave, and infertility and adoption benefits.

Be the master of your own adventure:
You know when and where you’re most productive. That’s why we’re remote work-friendly, offer unlimited vacation time, and allow for flexible schedules.

Be part of a greater community:
There are endless opportunities to get immersed in the Gladly community from all-company volunteer days, to Gladly-hosted Fireside Chats with leading industry professionals, and even the annual company trip to Tahoe!

Culture
Volunteer in Local Community
Gladly participates in Habitat for Humanity every year as well as other philanthropic initiatives.
Friends Outside of Work
Eat Lunch Together
Intracompany Committees
Open Door Policy
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Pair Programming
Open Office Floor Plan
Diversity
Unconscious Bias Training
Gladly runs regular anti-harassment and unconscious bias training.
Diversity Manifesto
Mean Gender Pay Gap Below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Gladly employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Disability insurance covers 60% of annual salary up to $9232 monthly maximum payout.
Dental Benefits
Our dental plan covers 90% of expenses.
Vision Benefits
The vision benefits plan covers in-network copay of $10 for annual eye exams with $180 for glasses and contact lenses.
Health Insurance Benefits
Gladly's health insurance policy covers up to 84% of out of pocket expenses.
Life Insurance
Life insurance is equal to 2 times an employee's annual salary up to a maximum of $300,000.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Gladly offers stock options through its employee profit-sharing program, including vesting over a four-year period
Child Care & Parental Leave Benefits
Generous Parental Leave
Gladly is thrilled that you want to expand your family through birth, adoption, or marriage into a step-parent relationship! You will have up to 16 weeks paid time to get to know your newest family me
Flexible Work Schedule
Gladly provides employees with a flexible work schedule that includes Flexible start and end times as well as remote working.
Remote Work Program
Our remote work program includes work from home on occasion as needed.
Adoption Assistance
We reimburse up to $20,000 for eligible adoption expenses and 16 weeks of paid leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
$75/month
Company Outings
Gladly plans an annual company trip to North Lake Tahoe called "Camp Gladly"!
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Monday, Wednesday, Friday.
Happy Hours
Happy hours are hosted At team's discretion.
Parking
We offer employees Paid on-site garage parking.
Relocation Assistance
Our relocation assistance plan is flexible based on the position.
Fitness Subsidies
Gladly offers a $75/month fitness stipend.
Professional Development Benefits
Job Training & Conferences
Gladly offers employees professional development opportunities like a $1000 annual individual budget for training, Onsite training courses, The ability to attend job-related conferences and seminars.
Diversity Program
Lunch and Learns
Gladly hosts lunch and learn meetings on occasion.
Promote from Within
Customized Development Tracks

Additional Perks + Benefits

Putting people first is kind of our thing. Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.

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