SessionCam · 1 hour ago
Customer Success Manager
United States
Full-time
Hybrid
Senior Level
5+ years expSessionCam is seeking an experienced, insights-driven Customer Success Manager to support a focused portfolio of their largest North American customers. The role involves managing customer relationships, driving value realization, and ensuring successful adoption of the Glassbox platform in the financial services sector.
AnalyticsCRMEnterprise SoftwareInformation TechnologySaaS
Responsibilities
Manage a portfolio of 8–10 enterprise customers, ensuring they achieve meaningful value from Glassbox
Build strong relationships with the champions, becoming their trusted advisor in achieving their goals
Build working relationships with managers at target business units, e.g., Digital Product, UX, IT Ops, and more
Lead adoption planning, define customer goals, success metrics, and action plans tied to measurable outcomes
Analyze product usage across the enterprise to identify opportunities for increased utilization, adoption, and value
Deliver recommendations that help customers use Glassbox across additional journeys and teams
Lead regular check-ins, QBRs, and executive business reviews to showcase progress, value, and next steps
Partner with Account Managers to support renewal readiness and identify expansion opportunities
Escalate issues quickly and coordinate with Support, Consulting, and Product to ensure timely resolution
Obtain subject matter expertise in digital experience analytics and common financial services use cases
Document customer insights, risks, and progress in internal systems to maintain accurate visibility across teams
Advocate for customer needs internally and provide input to product roadmap discussions
Contribute to customer stories, references, and best practices that strengthen Glassbox’s reputation in the market
Qualification
Required
5+ years of experience in Customer Success for enterprise SaaS solutions
Strong understanding of digital journeys, customer behavior analytics, and UX best practices
Background in digital experience analytics, digital experience optimization, or related technologies
Experience working with banking customers and other financial services institutions
Proven success with large enterprise accounts with ARR typically $500K–$2M
Ability to lead executive conversations and present insights to C-suite and VP-level stakeholders
Demonstrated skill in analyzing data and translating into business recommendations
Experience partnering closely with an Account Manager to drive renewal readiness
Strong project management skills with the ability to juggle multiple initiatives across several accounts
Excellent written and verbal communication skills, with attention to clarity and structure
Bachelor's degree or equivalent experience
Expect up to 25% travel to visit customers and conduct onsite business reviews
Preferred
MBA or consulting background
Company
SessionCam
SessionCam is an exciting UK company developing uniquely innovative and intelligent solutions for website optimization.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2020-10-15Acquired
Company data provided by crunchbase