Enterprise Customer Success Manager - East

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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 providing technical and strategic advisory services.
• Genuine passion for building and maintaining strong relationships with varied stakeholders.
• Strong communication skills able to provide guidance confidently.
• Excellent organization, project management, and time management skills.
• Ability to gain consensus among technical and business teams.
• Strong awareness of business processes for enterprise application implementations.
• Effective team player focused on continuous improvement.

Responsibilities:

• Own the success of Gladly customers in relationship-based customer service using the Gladly platform.
• Build lasting relationships through engagement with customer executives and managers.
• Partner with Sales Account Executive to develop account plans and maintain relationships with internal teams.
• Serve as a product expert for deployment and configuration to meet customer needs.
• Act as a strategic advisor for leveraging the Gladly platform and improving processes.
• Resolve account issues quickly and contribute to Customer Success program development.
• Participate in pre-sales activities with prospective customers.