Senior Manager of Customer Success, Glia

• Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
• Able to collaborate across the organization and with external stakeholders
• Experience successfully working with senior (C-level) executives
• Strategy consulting experience with proven ability to create strategies, implement them, track performance, and achieve set objectives
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
• 5+ years of leadership experience managing client-facing customer success teams to drive change within your client’s organizations
• Ability to manage influence through persuasion, negotiation, and consensus-building
• Demonstrated desire for continuous learning and improvement
• An enthusiastic and creative leader with the ability to hire, inspire, and onboard others
• Relevant Bachelor’s degree; MBA preferred

Desirable

• Lead a World-class Customer Success Team by hiring, onboarding, encouraging learning within the team, onboarding talent and fostering collaboration within the team and with our customers
• Drive Customer Success Outcomes through expansions, renewals, reduced churn, and increase the lifetime value of our customers
• Lead strategic, cross-functional initiatives such as customer journeys, maturity models, voice-of-customer and product feedback
• Optimize Customer Success initiatives and help CSMs understand customers’ objectives and use cases to drive adoption
• Work closely with Sales Management and Regional Directors to align on strategies, renewal forecasting and account opportunities (i.e., opportunities and risks)
• Build relationships and advocacy with senior roles inside of our customers
• Interact with customers on a one-to-one basis, presenting advanced thought leadership on digital customer service and best practices
• Be a leader and subject matter expert in the transformation to digital-first customer service
• Measure Effectiveness of Customer Success through operational metrics, performance tracking and cadences with the team
• Represent Customer Success Across Company including aligning with Marketing, Product, and Sales