[Hiring] Senior Customer Success Manager - Scaled Program @sagansystems

Join sagansystems as a Remote Senior Customer Success Manager - Scaled Program

Posted: Jul 14, 2024

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

Location: USA (Remote)

About Gladly

Gladly is a unique customer service software designed to focus on people rather than tickets. By leveraging AI, we enable brands to offer radically personal customer service at scale, promoting self-service and empowering customer service agents. Our platform integrates every communication channel – voice, email, SMS, chat, social messaging, self-service – to create a continuous, lifelong conversation with customers. Trusted by beloved brands like Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker, Gladly fosters lasting customer loyalty.

Our team values working at Gladly for its people-centric culture, ongoing growth opportunities, and unwavering commitment to DEIB, collaboration, and culture.

Role Overview: Senior Customer Success Manager - Scaled Program

As a Senior Customer Success Manager on the Gladly Customer Success team, you will be instrumental in retaining and expanding our digital customer base. You will design strategies to help our customers maximize their usage of Gladly, driving success through a tech-touch and self-service education model. Additionally, you will focus on fostering highly engaged community champions.

Responsibilities Include:

• Developing a comprehensive digital customer success strategy alongside the Customer Education team.
• Leading the Self-Service / Scaled customer journey lifecycle optimization.
• Utilizing data analytics to improve customer experiences.
• Building risk analytics models to forecast potential risks.
• Encouraging growth in Community knowledge-sharing.
• Creating and implementing effective engagement tactics and success playbooks.
• Assisting the Customer Education team with AI strategies for customer engagement.
• Collaborating with internal teams to guide product development based on customer feedback.
• Participating in pre-sales activities with prospective clients.

Required Skills/Experience

• Proven experience leading Customer Enablement strategies.
• Background in B2B client-facing roles (sales engineering, consulting, professional services, CSM, or technical account management).
• Strong business acumen in self-service strategies.
• Data-driven with experience in leveraging data for A/B tactics to improve customer engagement.
• Understanding of community champion archetypes and community-building tactics.
• Ability to build and maintain relationships with diverse stakeholders.
• Entrepreneurial mindset with high ethical standards, passion, curiosity, and persistence.
• Excellent communication skills and organizational abilities.
• Quick learner with the capacity for both technological and business concepts.
• Ability to gain consensus and promote collaboration across business and technical teams.
• Experience in translating business processes into enterprise application implementations.

Preferred Qualifications

• Experience with a major systems integrator and/or cloud-based/SaaS solutions.
• Expertise in customer support software and telephony processes.
• Experience in the retail B2C and D2C industry.

At Gladly, we highly value diversity of experience. Research has shown that individuals from marginalized groups are less likely to apply if they don't meet 100% of the criteria, but we encourage you to apply if you believe you have the right skill set. We're committed to creating an inclusive workplace and would love to see if you could be the next great addition to our team!

Compensation

Base Salary: $120,000 to $160,000 per annum + equity + benefits. Our salary ranges are set based on function, level, and geographic location, benchmarked against similar stage growth companies. Final offer amounts may vary and are determined by multiple factors including geographic location and candidate experience.

Working at Gladly

At Gladly, putting people first is integral to our culture. We embrace remote work but also foster opportunities for in-person team interactions regularly. We balance a strong work ethic with the value of life outside work.

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