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Strategic Customer Success Manager

Our mission is to help people everywhere find a job and company they love. We are disrupting an industry by changing how people search for jobs and how companies recruit top talent.
The Strategic Customer Success Manager (CSM) is an energetic customer facing professional who will engage, retain and drive our customers' understanding of Glassdoor product offerings, as well as, the growing Employer Branding and Online Recruiting space. The CSM is measured on the retention of a book of business within the portfolio of Glassdoor's customers. The ideal candidate will be as passionate about Glassdoor's solutions as they are about providing an exceptional experience for every customer.
Responsibilities:
Act as a trusted advisor, thought leader, and subject matter expert to our largest and most complex customers in relation to the full suite of Glassdoor's products
Onboard and educate customers about Glassdoor's products
Produce and conduct Executive Business Reviews, engaging with client counterparts at various levels of the organization as well as potential Agency partners
Monitor and manage employer content and recruitment advertising campaigns including pay-per-click (PPC), job slots management, display advertising, and profile branding to ensure consistent product performance and delivery
Partner and work very closely with partners in Sales to define and achieve customers' success criteria, demonstrate ROI, and ensure customer renewal with Glassdoor product suite.
Act as a liaison between internal teams to ensure customer needs are being met; coordinating amongst implementation, sales, marketing, finance, and product teams
Develop and maintain a deep understanding of customers' business drivers and recruiting goals, and steer program activities to align with those initiatives
Contribute and lead initiatives/projects to drive change in the business
Key Competencies include:
Product Delivery and Expertise:
Capability to communicate brand/products effectively and clearly both cross-functionally and externally over multiple mediums as well as develop new ways to prove value and results.
Assist in developing product knowledge of CSMs and act as a Subject Matter Expert within the Customer Success org and other parts of Glassdoor
Analytical and Problem Solving Skills:
Ability to synthesize complex data into clear insights for customers
Identifies gaps in process and tooling and initiates improvements
Managing Work and Collaboration:
Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you
Effectively manage and develop deep client relationships with our larger and more complex customers.
Communication and Emotional Intelligence:
Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success
Requirements:
Bachelor's Degree or equivalent work experience
5-7 years of experience in B2B environments with preference for customer success, account management, sales or consulting background
Previous experience in Pay-per-Click (PPC) advertising campaigns or online recruiting highly beneficial. Basic understanding of Applicant Tracking Systems (ATS) and/or HTML, XML, advertising tracking mechanisms a plus
Enthusiasm for online advertising/media, marketing, and/or talent acquisition space a must!
Experience using SFDC (or similar CRM) and Customer Success Analytics platforms such as Gainsight or Totango are a plus
Occasional travel for in-person customer meetings
Commitment to Glassdoor's mission and values
Proven record of successfully being measured to retention goals is a plus
Why Glassdoor?
Work with purpose ? join us in creating transparency for job seekers everywhere
Glassdoor gives back! Glassdoor is a Pledge 1% member; all employees receive 3 paid volunteer days per year
100% company paid medical/dental/vision/life coverage; 80% dependent coverage
Long Term Incentive Plan
Sunny & peaceful Mill Valley offices located right on the water
Walking, running and biking trails steps away from the office
Onsite gym and fitness classes
Free catered lunch; new menu daily
Paid holidays and flexible paid time off
Your choice between Mac or PC
Dog-friendly office (with dog-free zones if you are so inclined)
Free parking
Glassdoor is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Glassdoor is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.



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