The Customer Success Team operates globally, and includes three key pillars: Global Customer Success Management, Customer Enablement Management (our scalable success solution), Proof of Concept, and Education/Adoption. These three teams work together closely to execute on programs, processes, and playbooks that enable our customers to become successful and grow in maturity.
You’ll be leading the Customer Success Management pillar globally and collaborating closely with the other teams within the Customer Success function such as Support, Implementation, and Operations/Insights. We’re evaluating also the potential to add Professional Services/Consulting to our portfolio so experience working with that type of a function is a plus.
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Build and lead a global team of 30+ CSMs and CSM managers across strategic, enterprise, mid-market, and high-volume programs
Develop and evangelize a vision for the overall Customer Success mission on a operational and strategic level
Drive net retention, performance and utilization rates, NPS, and customer advocacy rates, while maintaining an industry-leading CPA and CPH rates
Create and execute operational tech-touch programs for scaled and automated success management plans to drive Glassdoor goals, leveraging strategies and tactics across all necessary functions, including Customer Success, Support, Implementation, Sales and Product, Marketing, and Engineering
Align team processes and procedures for global and local consistency
Attract top tier talent to recruit, manage and develop a high caliber team
Set goals, action plans, playbooks, and key metrics for CSM/CEM teams in different customer tiers with different levels of customer touch; create standardized playbooks and interventions for each point in the customer journey
Coach, develop, and drive performance of CSM/CEM people managers and individual CSM/CEMs
Develop a compensation philosophy and plans to correctly align and incent CSM/CEMs
Lead strategic, cross-functional initiatives such as customer lifecycle definition, NPS, voice-of-customer, and product feedback
Sponsor named accounts and work closely with customer-facing teams to manage handoffs
In concert with Sales, sponsor Proof of Concept CSM program to ensure consistently high conversion rates and increased engagement with program across Ent and Mid-Market customer base
Build strong relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support
Work with agency partners in developing a support and success plan that maps to and tracks our mutual customers’ success
Serve as the escalation point for Customer issues to ensure they resolved quickly
Ensure Customer feedback is communicated internally to enable ongoing improvement of Glassdoor products and services
Use quantitative and qualitative analysis to drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction
Understand the market trends and always keep up-to-date with the latest news and developments impacting our industry
What We’re Looking For
10+ years of customer/account management experience
Proven track record leading a successful CSM team in a growth-oriented environment
A strategic leader who is also fearless about execution and not afraid to dig into the details with the front-line team
A jack of all trades - a motivational leader, mentor, and a damn good executer
An empathic leader with a desire to build a world-class CSM organization within the constraints of a responsibly managed business
Ability to build trust and rapport with a customer success team
Ability to challenge team members and be challenged to achieve team goals
Strong process orientation, with a total-system mindset and experience rolling out global processes and programs
Strong perspective rooted in past experience, paired with willingness to listen carefully, explore new ideas, and coach
Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you’ve done in the past, not adhere rigidly to it
Familiarity with Gainsight or other Customer Success workflow and analytics platforms a plus
Previous work with performance based campaigns, ad management a plus plus
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