Senior Customer Success Manager - Scaled Program

As a Sr. Customer Success Manager, Scaled Program on the Gladly Customer Success team, you will play a pivotal role in both the retention and expansion of our digital customer segment. This will involve defining how we reach more of our customers with the goals of helping them understand how to best use Gladly so they see value, ensure their success in a 1:Many scaled model using tech-touch and self-service education, and nurturing highly-engaged champions as part of a rapidly growing community.

You’ll also be broadly responsible for enhancing customer engagement, onboarding, and loyalty through digital channels. You’ll gather customer feedback and product requests, while focusing on aligning customer adoption with our current product capabilities. You will own a retention number on a quarterly and annual basis, as well as help to expand and/or up-sell, as appropriate.

What you’ll do:

• Develop and execute a comprehensive digital customer success strategy in conjunction with the Customer Education team, enhancing the customer experience across all touchpoints of the customer journey (customer self-service and low-touch adoption motions, product and feature activation and consumption journeys, customer success and education activation strategies, and Customer Education and in-product, out-of-product learning experiences for both online and offline interactions).
• Build and maintain the Self-Service / Scaled customer journey lifecycle and how it gets instrumented and optimized through Education, Scaled Success, Support, and Community initiatives.
• Utilize data analytics to identify patterns and trends in customer interactions, leading to targeted improvements in the overall customer experience.
• Build risk analytics model to forecast risk using early risk signals
• Nurture growth in Community knowledge-sharing as part of a scaled activation and enablement motion.
• Deliver measurable scaled-success engagement tactics and proactive + interventional success playbooks for 1:many customer engagements.
• Assist the Customer Education team with v1 of an AI Assist strategy for our customer engagement.
• Develop and 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.
• Participate in pre-sales activities with prospective customers such as meetings, workshops, and webinars.

Required Skills/Experience

• You have successfully led Customer Enablement strategies.
• You have previous experience in a B2B client-facing role (sales engineering, consulting, professional services, CSM, or technical account management).
• You have strong business acumen in self-service strategies.
• You’re data-driven and understand how to leverage data to set up A/B tactics for improving customer engagement with products.
• You understand community champion archetypes, motivations, and community-building tactics, as well as the value of an MVP program and how to activate MVPs.
• 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 and concise guidance through emails, over the phone, or in-person, with a casual and confident tone.
• Excellent organization, project management, and time management skills are a must.
• 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.

Nice to have:

• Previous experience with a major systems integrator and / or cloud-based / SaaS solution offerings company.
• Expertise in customer support software and/or telephony processes.
• Experience with retail B2C and D2C industry

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don't meet 100% of the criteria. Gladly values diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don't check every box in the job description. We're committed to an inclusive workplace and would love to see if you could be the next great addition to our team!

Compensation:
$120,000 to $160,000 per annum base salary + equity + benefits

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

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