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Gloo · 1 day ago

Senior Strategic Customer Success Manager

United States

Contract

Hybrid

Senior Level

$150K/yr - $170K/yr

5+ years exp

Gloo is a mission-driven technology company focused on serving the faith ecosystem. As a Senior Strategic Customer Success Manager, you will drive revenue growth and ensure long-term client success by managing and expanding relationships within enterprise accounts, while collaborating with cross-functional teams to deliver value and satisfaction to clients.

AnalyticsAppsInformation TechnologySoftware

Comp. & Benefits

No H1B

U.S. Citizen Only

Responsibilities

Serve as the primary point of contact for customers, ensuring clear, transparent communication

Collaborate cross-functionally with engineering, professional services, and products to ensure seamless execution of services

Act as client advocate, escalating and resolving issues quickly

Develop and execute comprehensive account success plans for assigned enterprise clients, identifying opportunities for growth, renewal, and deeper solution adoption

Conduct in-depth analysis of client business strategies, industry trends, and technology roadmaps to proactively identify new opportunities for Gloo platform solutions and managed services

Identify and cultivate key stakeholders and decision-makers within existing accounts to strengthen relationships and expand influence

Build and maintain strong, long-lasting relationships with key contacts across all levels of the client organization, from technical teams to C-level executives

Act as a trusted advisor and primary point of contact, ensuring client satisfaction and proactively addressing any concerns or issues

Champion client needs internally, collaborating with relevant departments to ensure high service quality and successful solution adoption

Identify opportunities for upsell and cross-sell of additional Gloo platform features, services, and managed solutions within existing accounts

Lead renewal efforts for existing contracts, ensuring high retention rates and favorable terms

Present new solutions and value propositions tailored to the client's evolving needs and business objectives

Collaborate with the customer success, professional services, and product teams to ensure clients are fully leveraging Gloo platform and managed service solutions to achieve their desired outcomes

Prepare and deliver compelling presentations, proposals, and business reviews demonstrating the ongoing value and ROI of Gloo's solutions

Assist in the development of responses to RFPs (Requests for Proposals) and RFQs (Requests for Quotation) for expansion opportunities

Provide clients with regular updates on performance, new offerings, and strategic value delivered

Conduct quarterly and annual business reviews with clients to reinforce ROI and surface growth opportunities

Maintain accurate forecasts, account health metrics, and pipeline updates in CRM

Lead and manage contract negotiations for renewals and new solution agreements within existing accounts

Negotiate complex terms, pricing, and service level agreements to achieve mutually beneficial outcomes and meet revenue targets

Ensure all contractual agreements align with legal and company guidelines

Maintain an accurate and up-to-date account pipeline using CRM software (currently HubSpot)

Regularly forecast renewals and expansion revenue, track key performance indicators (KPIs), and report on account health and growth activities

Analyze account data to identify trends, areas for improvement, and opportunities for strategic engagement

Work closely with the entire sales team, customer success, product, and technical teams to ensure seamless client experience and consistent messaging

Collaborate with trust, legal, and rev ops to ensure smooth operations and long-term client satisfaction

Provide market feedback and insights from existing clients to product development teams to help refine and evolve service offerings

Stay current with industry trends, technological advancements, and competitive landscapes in SaaS, AI, and managed services relevant to existing clients

Continuously enhance knowledge of the company's product portfolio and service capabilities

Qualification

Account ManagementCustomer SuccessSaaS ExperienceC-level CommunicationCRM SoftwareContract NegotiationAccount PlanningRelationship ManagementPresentation SkillsTeam CollaborationProblem Solving

Required

Bachelor's Degree in Business Administration, Marketing, Sales, Information Technology, or a related field

5+ years of demonstrated success in an Account Management or senior Sales role within the SaaS and/or managed services industry, specifically with existing enterprise clients

Proven track record of consistently exceeding revenue retention and expansion quotas

Experience navigating complex client relationships, selling to C-level executives and diverse stakeholders in large enterprises

Experience with account planning, forecasting, and driving customer success initiatives

Proficiency in using CRM software (e.g., Salesforce, HubSpot) for account management, forecasting, and reporting

Experience with a variety of software tools – we use, but are not limited to: Hubspot, Slack, Wrike, Asana, Google Suite, Lucid, Figma, MicroSoft Office Suite

Ability to travel 20-40% of the time