Manager, Customer Success- NYC

Gloat - New York, NY

Full-time - Manager

New York, NY

About the position

Gloat is seeking a dynamic and experienced Manager, Customer Success NYC to join our growing team in NYC, US. The Manager of Customer Success will play a critical role in ensuring the success and satisfaction of all our accounts in the NA region, responsible for leading and mentoring a team of Customer Success Managers to deliver exceptional service and driving value-generating activities with our customers in the region. This position is pivotal in fostering strong relationships with clients and ensuring that they derive maximum value from Gloat's solutions. In this role, you will lead and mentor a team of Customer Success Managers who are responsible for supporting customers across the NA region. You will provide guidance, coaching, and support to ensure the team delivers exceptional service and achieves key performance metrics. Additionally, you will oversee the management of 1-2 key strategic accounts in the NA region, serving as the primary point of contact and trusted advisor for key stakeholders. Developing and executing strategic account plans will be essential to drive customer satisfaction, retention, and growth. Building and maintaining strong, long-lasting relationships with key stakeholders within strategic accounts is crucial. You will need to understand customers' business objectives, challenges, and pain points to proactively identify opportunities for value-added solutions and upsell opportunities. Collaboration with Sales, Product, and Implementation teams will be necessary to ensure seamless onboarding, implementation, and adoption of Gloat's solutions. You will serve as the voice of the customer internally, providing valuable insights and feedback to inform product development and roadmap prioritization. As a passionate advocate for customers within Gloat, you will champion their needs and drive initiatives to continuously improve the customer experience. Acting as a trusted advisor, you will provide strategic guidance and thought leadership to help customers achieve their business goals. This role is not just about managing accounts; it's about building a culture of customer success and ensuring that Gloat remains a leader in delivering exceptional value to its clients.

Responsibilities

• Lead and mentor a team of Customer Success Managers responsible for supporting customers across the NA region.
• Oversee the management of 1-2 key strategic accounts in the NA region, serving as the primary point of contact and trusted advisor for key stakeholders.
• Develop and execute strategic account plans to drive customer satisfaction, retention, and growth.
• Build and maintain strong, long-lasting relationships with key stakeholders within strategic accounts.
• Understand customers' business objectives, challenges, and pain points to proactively identify opportunities for value-added solutions and upsell opportunities.
• Collaborate closely with Sales, Product, and Implementation teams to ensure seamless onboarding, implementation, and adoption of Gloat's solutions.
• Serve as the voice of the customer internally, providing valuable insights and feedback to inform product development and roadmap prioritization.
• Serve as a passionate advocate for customers within Gloat, championing their needs and driving initiatives to continuously improve the customer experience.
• Provide strategic guidance and thought leadership to help customers achieve their business goals.

Requirements

• Minimum of 5 years of experience in customer success or account management roles for a SaaS product.
• Minimum of 2 years of experience as a people manager.
• Proven track record of successfully managing key strategic accounts and driving customer satisfaction, retention, and growth.
• Experience leading and mentoring a team of customer success or account management professionals.
• Strong interpersonal and communication skills, with the ability to build rapport and establish trust with customers and internal stakeholders.
• Strategic mindset with the ability to think critically, analyze data, and develop actionable insights to drive business results.
• Results-oriented with a focus on exceeding targets and delivering exceptional customer outcomes.

Benefits

• Discretionary (unlimited) PTO
• Health care, dental, vision, and life insurance + voluntary coverage options
• 401k + matching
• Hybrid, flexible work environments
• Employee assistance program
• Learning & development opportunities
• Laptop & tech setups
• WeGloat (Gloat for Gloat!)