Senior Manager of Customer Success - Enterprise

US (Remote)
Customer Solutions
Position already filled
Apply Now

Senior Manager of Customer Success - Enterprise

US (Remote)
Customer Solutions
Position already filled
Apply Now

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 Enterprise Customer Success Team.

The role

Our Enterprise Customer Success Team is comprised of 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 vital to Glia’s long-term growth and profitability. Glia is successful if our customers continue to achieve 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, expansion, 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 the Effectiveness of Customer Success through operational metrics, performance tracking and cadences with the team
  • Represent Customer Success Across the Company including aligning with Marketing, Product, and Sales


  • 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

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


  • Glia stock options and competitive salary
  • Diversity: 18 languages and 15 countries represented.
  • Professional development support  (trainings, courses, conferences, books, etc)
  • 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.

The Glia Talent Acquisition team is using only mailboxes for coordinating interviews, providing updates and sending documents. Our hiring process involves an introduction, practical and team interviews, followed by a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via

*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
94% of employees at Glia say it is a great place to work compared to 54% of employees at a typical U.S.-based company.







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.

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