Customer Success Manager
US-Remote - Customer Success - Full-time - Intermediate
Glassbox is looking for an experienced Customer Success Manager to join our Global CS team.
We are Glassbox, the world's leader in digital experience intelligence (DXI), and on a mission to deliver frictionless digital journeys to leading brands and their customers all over the world.
We are a hyper-growth scale-up company that continues to grow quarter-on-quarter and our customers love us - named a 2022 leader in nine G2 categories based on customer reviews!
So, now is the perfect time to come to Glassbox and help us accelerate our global leadership position!
Will you join us on this journey?
What You Will Do
This is a new role for Glassbox and is ideal for someone who thrives in bringing order to chaos.
You will be focused on mid-tier and smaller enterprise accounts ($50-120k in ARR).
Create and implement an account-appropriate communication strategy to support your portfolio of customers in their Glassbox journey
Manage and report on customer health and health mitigation plans working cross-functionally with other teams in Glassbox to ensure customers are delighted
Act as the single point of contact for communicating with your accounts, including regular check-ins, value discussions, and EBR/QBR presentations
Gather, process, and track strategic customer information within your portfolio
Identify upsell/cross-sell growth opportunities in accounts that align with the customers’ overall business goals
What You Will Need
● 3-5 years of Customer Success or Account Management experience in a SaaS environment
● Experience managing large numbers of accounts using high-quality account- appropriate outreach strategies
● Creative problem-solving, flexibility, and the ability to work independently
● Goal-oriented team player
● Sense of humor
Advantage
● Previous experience in CS, User Experience, or similar domain
● Previous experience setting up or using an Account-Based Marketing (ABM) program focused on Customer Success
● Previous experience in a GAP selling methodology sales environment