Leader of Strategic Customer Success

US (Remote)
Customer Solutions
Apply Now

Leader of Strategic Customer Success

US (Remote)
Customer Solutions
Apply Now
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About Glia

Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen.

We're growing rapidly, and seeking a world-class leader to build our Strategic Customer Success Team.  This team is responsible for ensuring the success of our largest and most strategic customers.   

The role

Our Strategic Customer Success Team is comprised of former top-tier technology and strategy consultants who drive incredible value for our customers as trusted advisors. Given our subscription-based business and land/expand model, this team is absolutely vital to Glia’s long-term growth and profitability. We will not be successful unless our customers continue to achieve massive value from our service through the adoption of the platform and expansion to new products.

We are looking for a leader to own driving success for our customers. We seek a consultative, high-empathy leader who can employ a strong strategic vision to evolve our CSM practice toward a consultative, world-class experience for our larger and more strategic customers. You will set the overall vision and strategic plan, focusing on driving product adoption, leading a positive customer experience, and driving growth through the adoption of digital customer service, gross renewals and net retention improvements.

This role includes responsibilities for managing and scaling a Customer Success team including activities (e.g., onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).  

What you'll do

  • 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

Requirements

  • Prior top tier management consulting experience and/or top tier MBA
  • 5+ years of leadership experience managing client-facing teams to drive change within your client’s organizations
  • 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
  • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Must have strong change management experience and the ability to build relationships and influence successfully
  • Ability to create strategies, implement them, track performance, and achieve set objectives
  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • Ideally combined background of implementation, customer success, and some sales experience
  • Strong empathy for customers and passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to hire, inspire and onboard others
  • Excellent communication and presentation skills

Bonus: Experience working in, selling to or enabling change within Contact Centers


Benefits

  • Glia stock options and competitive salary
  • Diversity: 18 languages and 15 countries represented.
  • Professional development support  (trainings, courses, conferences, books, etc)
  • Transparent career development system
  • Different options for your working preferences (office, remote, flexible)
  • Access to all the latest tools and equipment you’ll need 
  • Sports compensation, reimbursement for therapy, counseling sessions
  • Team events: annual employee awards, internal hackathons, and a dozen cool events from cooking to the Glia olympic games :)
  • Generous referral bonuses 

*Glia is an equal opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

 

*Want to know more about working at Glia?  Check our Glia's Career FAQs

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Company Culture at Glia

The Employee Experience Below at Glia, Compared to a Typical U.S. Based Company
97% of employees at Glia say it is a great place to work compared to 57% of employees at a typical U.S.-based company.

98%

98%

98%

98%

97%

Glia-team-picture

What is Glia’s Mission?

To help businesses reinvent how they support customers in a digital world.

Customers should be able to engage with a brand from where they’re most comfortable and move seamlessly to other modes of communication as needed. Brands should be able to see the customer’s screen to instantly understand the customers’ point of view, and be their co-pilot to a satisfying experience.

Glia’s Digital Customer Service solution brings the in-person experience to all customer interactions - whether they start online or on the phone.

Learn All About Glia

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