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 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 absolutely 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, 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

• 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
• 3+ years of leadership experience managing client-facing teams to drive change within your client’s organizations
• 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
• Relevant Bachelor’s degree; MBA a plus

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