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Senior Customer Success Manager - Scaled Program



Customer Service, Sales & Business Development
United States · Remote
Posted on Wednesday, July 3, 2024

About Gladly:

Gladly is the only customer service software built around people, not tickets. Gladly applies AI differently, to help brands deliver radically personal customer service at scale, enabling consumers to help themselves and turning customer service agents into heroes by making them more productive. Every conversation starts with a real-time understanding of the customer. With every channel built-in – voice, email, SMS, chat, social messaging, self-service – companies have one, lifelong conversation stream with their customers. The world’s most loved brands including Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker leverage Gladly to build lifelong loyal customers.

Our team loves working at Gladly because of its people, continuous growth opportunities, all in commitment to DEIB, collaboration, and culture.

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!

$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.

Working at Gladly:

Putting people first is kind of our thing. Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.

We have embraced remote work and make it easy for our team to work from anywhere, but we also invest in opportunities to get the teams together in person regularly.

We have a strong work ethic, but value life outside of work, too.

Gladly Beliefs:

  • We win as one team: We believe the most important focus for us as a team is making the company successful.
  • We are successful when our customers succeed: We are committed to understanding the needs and expectations of our customers. We provide an exceptional product along with expertise and insight to help achieve their goals.
  • We believe in challenging the status quo: We know that our greatest strength is our ability to cultivate a growth mindset focused on reinventing customer service.
  • We value underdog grit: Success isn't always about having the most resources or the most experience; it's about having the determination and grit to keep pushing forward especially when it’s hard.
  • We strive to make every shot count: We will never have enough “shots on goal” so we strive to make every project, feature, customer presentation, the best it can be.
  • We embrace transparency: We know the best outcomes come from collaboration followed by communication of and commitment to the decision.

Our focus is on people and that starts with our employees. As an employee you can count on:

  • Competitive salaries, stock options
  • Medical, Dental, Vision and Life insurance
  • Generous paid time off
  • Generous paid Parental Leave
  • 401K
  • Flexible Spending Accounts
  • Home office stipends

Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By focusing on customers instead of tickets, we are disrupting a $70B market and are proud to count Crate and Barrel, Warby Parker and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.

Gladly has made the decision to become a fully distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so.