Customer Success Manager, Gloat
East Coast
$130-150k
OTE
Workforce agility platform
Be an early applicant
Workforce agility platform
101-200 employees
Be an early applicant
$130-150k
OTE
101-200 employees
Company mission
To rethink the modern workforce, to bring startup agility to the world’s biggest enterprises, and to put employees in the best position to achieve anything.
Role
Who you are
- 5+ years of experience in a customer management role
- Experience working with enterprise SaaS or enterprise software solutions
- Familiarity with products and solutions in the HR and AI space
- Proven ability to communicate, present to, and influence key stakeholders at all levels of the organization
- Project management skills and experience
- Account management experience - an advantage
- Advanced problem-solving skills, verbal and written communication skills
- Excellent listening and negotiation abilities
- Data-driven
- Understanding in HR software (HRIS, HCM, ATS, LMS/LXP, etc) - advantage
What the job involves
- We’re looking for a Customer Success Manager (CSM), with a proven track record of successfully leading large enterprise (>25K employees) and mid-size (>5K employees) customers toward their desired outcomes
- At Gloat, our CSMs are Product Experience Managers (PEMs)
- You will be collaborating closely with our customers, and supporting them in the deployment of Gloat’s products
- In this role, you are expected to develop high-trust relationships with your customers, lead face-to-face workshops, and ensure your customers have a long-term rollout strategy of Gloat’s Talent and AI readiness solutions for their organization
- You will be partnering closely with other internal Gloat teams such as Sales, Legal, Product, Engineering and Support
- You will be measured on your customer’s KPI results (adoption, usage, cost saving etc), will be expected to lead quarterly business reviews, and ultimately, ensure your customers expand, renew and become referenceable!
- We’re looking for candidates on the East Coast (NYC preferred) who are able to travel to visit customers in North America, in addition to joining team meet ups in NYC
- Work closely with your customers to understand their business needs, helping them define their long term rollout strategy, success metrics and business impact
- Influence change within customers to drive adoption of best practices and successful change management methodologies, thereby deriving optimal utilization of the product and solutions
- Hold a deep product understanding to support the customers in the best utilization of our product and solutions
- Establish incredible rapport and trust with your customers
- Work directly with customer’s HR, IT, Business and senior executive teams
- Collaborate with other departments within Gloat’s company, e.g. Support, Implementation, Product, Sales, Marketing, and RnD
- Partner and share responsibilities with teams through implementation processes
- Influence your customers to adopt additional functionality and/or integrations, demonstrating the value it will bring to their organization
- Predict and forecast risk, problem solve and work independently
- As required, travel is expected to customer sites (approximately 1-2 a quarter) to lead multiple-day workshops or launch activities, speaking, presenting to and facilitating discussions with stakeholders from HR, IT, leadership and more
- Meet and exceed quarterly targets or other targets defined by the business
Our take
Today's workplaces often limit employees to a single skill due to closed silos and rigid hierarchies. Internal job boards traditionally have incredibly low engagement, with many agreeing that searching for external jobs is far easier.
Gloat is challenging this with their AI-driven digital platform that connects employees with internal opportunities which cater to their broader range of skill sets. Gloat’s focus on employee's skills and how this will translate to other job opportunities within a business, provides an interesting niche in the market.
Backed by leading investors, including Generation Investment Management and Accel, the company's substantial funding allows it to focus its efforts on accelerating expansion and further innovation of its platform's current and future capabilities.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-27% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2022
$90m
SERIES D
Jun 2021
$57m
SERIES C
Total funding: $187m
Company HQ
SoHo, New York, NY
Leadership
Ben Reuveni
(Co-Founder & CEO)Studied Business Administration and Computer Science at The Interdisciplinary Center before joining the IDF as a Systems Engineer. Left the IDF after four years and joined IBM's Professional Services in 2008. They were promoted to Solutions Architect in 2011. Founded Gloat in 2014.
Danny Shteinberg
(Co-Founder & CPO)They co-founded Gloat in 2014, and has acted as its CMO and CPO ever since.
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