Enterprise Customer Success Manager - US

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. Entrepreneurial, 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 (clear & concise guidance via email, phone, or in person). Excellent organization, project management, and time management skills. Ability to gain consensus and drive collaboration for issue resolution. Ability to build and support a business case to customer teams. Strong awareness of business processes and ability to translate them into implementations. Effective team player dedicated to advocating for the customer. Ability to balance advocacy for Gladly and the customer for win:win outcomes. Comfortable and willing to engage on-site with customers.

Own customer success and value realization with the Gladly platform. Build relationships with customer executives and managers through consistent engagement. Partner with Sales Account Executives on account plans and strategy. Serve as a product expert, advising on best practices and configurations. Act as a strategic advisor, recommending platform leverage and process improvements. Resolve account issues by leveraging internal resources. Contribute to Customer Success program development and strategic planning. Participate in pre-sales activities like meetings, workshops, and webinars.