Customer Success Manager

Company: 
Glassdoor
City: 
Mill City
State: 
CA
Categories: 
Type: 

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 Customer Success Manager (CSM) is an energetic customer facing professional who will engage, retain and drive our customers’ understanding of existing and new product offerings as well as the growing Employer Branding and Online Recruiting space. The CSM assists in the post-sales lifecycle for Glassdoor’s portfolio of customers, serving as a trusted advisor for each customer in optimizing their brand and campaign with Glassdoor as well as driving success via Glassdoor data, insights, and best practices garnered through working with thousands of human resources, talent acquisition, and marketing customers. The ideal candidate will be as passionate about Glassdoor’s solutions as they are about providing an exceptional experience for every customer. As the voice of the Customer at Glassdoor, we expect our Customer Success Managers to be active listeners but also strategic thinkers who understand that wearing both the company and the customer hat equate to success for both.

We work hard to maintain our fast-paced, motivated, and well-balanced culture. As a rapidly growing company, opportunities for internal growth and career development are plentiful and are plentiful.

Responsibilities:
Act as a trusted advisor, thought leader, and subject matter expert to customers and partners, both internally and externally
Develop and maintain a deep understanding of customers’ business drivers and recruiting goals, and steer program activities to align with those initiatives
Proactively work directly with medium to enterprise business customers, typically Human Resources, Marketing and Talent Acquisition departments, interacting with various levels of individuals ranging from Directors to C-level depending on the company; may include interactions with Agency partners as well
Partner and work very closely with Sales to manage customers’ success metrics and expectations, monitor and measure customer satisfaction, succinctly communicate ROI, and ensure customer growth and renewal within the Glassdoor product suite
Monitor and manage employer content and recruitment advertising campaigns including pay-per-click (PPC) and job slots management platforms to ensure consistent product performance and delivery
Act as a liaison between internal teams to ensure customer needs are being met; coordinating amongst implementation, sales, marketing, finance, and product teams
Analyze and monitor customer data to draw insights and optimizations with the goal of communicating those findings to the customers as well as adjust campaigns for better marketplace performance
Keep all customer needs, questions, contract information, and actions up-to-date using SFDC

Specific Hiring Characteristics/Targets:
Strong empathy for customers and their success
Proactive, positive, self-starter, and team player with a love of continually improving the processes around you
Ability to work in team-based, collaborative environment and passion for contributing to the creation of a world class customer success function
Capability to communicate brand/products effectively and clearly both cross-functionally (sales, product, marketing) and externally (customers) over multiple mediums
Track record of working in a customer-facing environment and developing/driving initiatives to ensure or improve upon a customer’s return on investment with your services
Ability to digest complex data and regurgitate it back to customers in a manageable and concise way
Excellent presentation and meeting facilitation skills including to small to medium groups
Demonstrable success in thinking strategically, executing tactically while providing consistent and high level customer satisfaction and retention in a fast-paced environment
Previous experience in Pay-per-Click (PPC) advertising campaigns or online recruiting a plus
Basic understanding of HTML, XML, advertising tracking mechanisms and Applicant Tracking Systems (ATS) a plus
Experience using SFDC (or similar CRM) and Customer Success Analytics platforms such as Gainsight or Totango are a plus

Requirements:
Bachelor’s Degree or equivalent work experience
3-5 years of experience in B2B environments with preference for customer success, account management, sales or consulting background
Enthusiasm for online advertising/media, marketing, and/or talent acquisition space a must!
Occasional travel for in-person customer meetings
Commitment to Glassdoor’s mission and values
Local Bay Area candidates only

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; 85% dependent coverage
Equity in a late stage startup backed by top-tier VCs
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.

Deadline: 
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