Gladly · 1 month ago
Enterprise Customer Success Manager - US
United States
Full-time
Remote
Mid, Senior Level
$103K/yr - $160K/yrGladly is a customer experience platform that emphasizes relationship-based service powered by Customer AI. The Enterprise Customer Success Manager is responsible for building strategic relationships with key customers, ensuring product adoption, and facilitating renewals while acting as a customer advocate within the organization.
Artificial Intelligence (AI)Customer ServiceInformation TechnologySaaSSoftwareTechnical Support
Responsibilities
Own the success of Gladly customers in achieving the value of relationship-based customer service using the Gladly platform
Build lasting relationships through consistent engagement with customer executives and managers to instill understanding of product vision, value proposition and features
Proactively engage clients to drive product adoption and optimal product experiences
Partner with Sales Account Executive to develop and execute on account plans, ensure alignment within Gladly teams on account strategy
Develop & 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
Serve as a product expert for customers, including deployment best practices as well as configuration of product settings/rules to address customer business and technical needs
Act as a strategic advisor with the ability to make recommendations on how to best leverage the Gladly platform as well as improve processes that may fall outside of the contact center
Resolve account issues quickly, leveraging resources from across the company as needed
Contribute to Gladly's Customer Success program development, strategic planning, and customer engagement approach to drive consistency and scale as the company grows
Participate in pre-sales activities with prospective customers such as meetings, workshops, and webinars
Qualification
Required
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 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 & concise guidance through emails, over the phone, or in person, with a casual and confident tone
Excellent organization, project management, time management skills is a must
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
Effective team player dedicated to continuously improve upon our process of advocating for the customer
Innately understand how to balance advocacy for Gladly and the customer by looking for win:win outcomes
Comfortable and willing to engage on-site with customers where needed
Preferred
Previous experience with a major systems integrator and/or cloud-based/SaaS solution offerings company
Expertise of customer support software and/or telephony processes
Benefits
Competitive salaries, stock options, and comprehensive benefits
Generous paid time off, parental leave, and home office stipends
A fully remote work environment with opportunities for in-person team gatherings
A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive
Company
Gladly
SaaS Customer Service AI Platform
Founded in 2015San Francisco, California, USA
51-200 employees
Funding
Current Stage
Late StageTotal Funding
$208MKey Investors
AVPRiverwood CapitalNotable Capital
2024-09-26Series Unknown· $40M
2022-12-14Series Unknown· $55M
2019-01-29Series D· $50M
Leadership Team
Dirk Kessler
Co-Founder
Todd Rakow
Chief Financial Officer
Recent News
Greylock
2025-12-03
2025-12-03
2025-10-24
Company data provided by crunchbase