Director, Global Customer Success

Glassdoor believes in putting the customer at the center of everything we do. To realize Glassdoor's vision of helping people everywhere find a job they love, we must help our customers tell their stories in a way that is authentic and compelling. To do so, we must understand our customer, make their journey simple, and provide essential value for them from implementation to renewal.
Customer success is critical to understanding the performance and utilization of our services. We are seeking a leader who will drive and evolve our customer success function, acting as a catalyst to improve the quality of our services and overall customer experience. As Director, Global Customer Success, you will collaborate closely with other customer-facing teams (Implementation, Support, and Operations/Insights) to combine strategy and execution to ensure our customers are as successful as possible in using Glassdoor products.
This could be a job you love, if:
You like variety. You are just as easily engaged when you are relied on to be a strategic leader and maintain a 10,000 ft view, to when you are asked to work alongside the front-line team to dig into a specific issue.
You are a natural mentor. You seriously invest in your team members, and take great pride in coaching and developing individuals and seeing them grow professionally.
You are a relationship-builder. You find it easy to connect with others and can quickly build trust and rapport.
You are passionate about building a world-class Customer Success organization, and are committed to realizing this vision by implementing process improvements, change management and analytics to achieve team and individual goals.
You are an excellent listener and communicator. You listen intently. Your communications are clear, direct, and thoughtful. You express yourself clearly and concisely in person and in writing.
You are curious and flexible. You are willing to try something new in order to learn and adapt. Experiments don't scare you.
You are a systems thinker. You think of the customer journey end-to-end, and possess a strong process orientation.
You are savvy. You understand the drivers behind creating compelling customer experiences and how they drive revenue and serve the business.
As Director, Global Customer Success, you will:
Lead and develop a team of 30+ CSMs and CSM managers across strategic, enterprise, mid-market, and high-volume programs
Develop and evangelize the Customer Success mission on both operational and strategic levels
Develop and deploy strategies to drive net retention, performance and utilization rates, NPS, and customer advocacy rates, while maintaining an industry-leading CPA and CPH rates
Create and execute scalable tech-touch programs for automated success management plans to drive Glassdoor goals, leveraging strategies and tactics across functions, including Customer Success, Support, Implementation, Sales and Product, Marketing, and Engineering
Ensure team processes and procedures are aligned for global and local consistency
Attract and recruit top tier talent; manage and develop a high caliber team
Set and communicate goals, action plans, and key metrics for CSM/CEM teams in different customer tiers with different levels of customer touch; create standardized playbooks and interventions for each point in the customer journey
Coach, develop, and drive performance of CSM/CEM people managers and individual CSM/CEMs
Develop incentive compensation strategies and plans to correctly align and incent CSM/CEMs
Lead strategic, cross-functional initiatives such as customer lifecycle definition, NPS, voice-of-customer, and product feedback
Build strong internal relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support
Work with agency partners in developing a support and success plan that maps to and tracks our mutual customers' success
Ensure Customer feedback is communicated internally to enable ongoing improvement of Glassdoor products and services
Use quantitative and qualitative analysis to drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction
Understand market trends and keep up-to-date with the latest news and developments impacting our industry
Required Qualifications:
10+ years of progressive customer/account management experience in a customer-facing organization; including in a Customer/Account Manager role, and at least 5+ years in a leadership/management role overseeing customer experience/success team(s) in a B2B environment
Demonstrated ability to successfully select, train, coach and develop team members
Prior experience developing and rolling out global processes and customer programs that drive performance and product/service utilization
Demonstrated track record in implementing programs and process improvements that result in increased renewals and greater customer satisfaction
Demonstrated track record of using data analytics to drive increased value for customers and partners
Deep understanding of value drivers in recurring revenue business models
Prior experience supporting Fortune 1000 enterprise customer relationships/accounts
Successful in engaging cross-functional business and technical teams to provide timely issue resolution
Ability to evaluate, develop, and reshape existing teams as necessary while inspiring and motivating individual team members
Strong empathy for customers, a passion for customer insights and research rooted in placing the customer's wants and needs first
Previous experience leading a successful customer experience/success team in a growth-oriented environment
Some travel may be required (

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