Enterprise Customer Success Manager

Gladly; Orlando (FL); Remote; USD 103,000 - 160,000; Full time

Job summary

Join a forward-thinking company as an Enterprise Customer Success Manager, where you will play a crucial role in building lasting relationships with clients and driving product adoption. This position offers the opportunity to work with major brands, ensuring they achieve maximum value from the platform. You will be a customer advocate, collaborating with internal teams to gather feedback and improve services. With a focus on professional growth and a people-first culture, this role promises an engaging and fulfilling work environment that values diverse perspectives and innovative solutions.

Benefits

Competitive salaries

Stock options

Comprehensive benefits

Generous paid time off

Parental leave

Home office stipends

Focus on professional growth

Inclusive culture

Qualifications

• Experience in a B2B client-facing role with a focus on customer success.
• Strong communication and relationship-building skills with stakeholders.

Responsibilities

• Build long-term relationships with customers to drive product adoption.
• Act as a strategic advisor, resolving account issues promptly.
• Contribute to the development of customer success programs.

Skills

B2B client-facing experience

SaaS application implementation

Relationship-building skills

Excellent communication skills

Project and time management

Business process understanding

Customer advocacy

Job description

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About Gladly:

Gladly is a customer-centered, AI-powered customer support platform built around people, not tickets. Unlike traditional ticket-based solutions, our software helps brands deliver personalized service at scale by integrating all channels—voice, email, SMS, chat, social messaging, and self-service—into a single, lifelong conversation stream. Companies like Allbirds, Bombas, Crate & Barrel, and Warby Parker use Gladly to create exceptional customer experiences, transforming everyday interactions into lasting connections.

Gladly is a fully distributed company that embraces remote work, promoting flexibility, innovation, and inclusivity. We foster a collaborative culture that prioritizes growth, DEIB, and meaningful connections. At Gladly, people are at the heart of everything we do.

As an Enterprise Customer Success Manager on the Gladly Customer Success team, you will build long-term strategic relationships, increase product adoption, and ensure seamless renewals. You will manage our largest customers, work closely with key stakeholders to understand their business objectives, and translate these into effective use of Gladly to achieve their goals. You will act as a customer advocate, liaising between customers and our internal teams, ensuring their needs are communicated and managed, and gathering feedback for product improvement. You will own retention and renewal targets and contribute to customer expansion efforts. Additionally, you will help define and iterate programs, communications, engagement strategies, and strategic initiatives.

What you'll do:

1. Own the success of Gladly customers in achieving value through relationship-based customer service using the platform.
2. Build lasting relationships with customer executives and managers to promote understanding of product vision and features, proactively driving adoption.
3. Partner with Sales to develop account plans, ensure team alignment, and maintain relationships with internal stakeholders to guide product development based on customer feedback.
4. Serve as a product expert, advising on deployment best practices and configuration to meet customer needs.
5. Act as a strategic advisor, recommending how to leverage the platform and improve processes outside the contact center.
6. Resolve account issues promptly, leveraging cross-functional resources.
7. Contribute to the development of Gladly’s Customer Success programs, strategic planning, and engagement approaches.
8. Participate in pre-sales activities such as meetings, workshops, and webinars.

Required Skills/Experience:

• Experience in a B2B client-facing role (sales engineering, consulting, professional services, CSM, or technical account management).
• Experience implementing SaaS applications and providing technical/strategic advisory services.
• Strong relationship-building skills with diverse stakeholders across engineering, product, and marketing.
• Entrepreneurial, ethical, hands-on, passionate, curious, persistent, creative, and high standards for productivity.
• Excellent communication skills—clear, concise, and confident, whether via email, phone, or in person.
• Strong organization, project, and time management skills.
• Ability to gain consensus and facilitate collaboration across business and technical teams.
• Ability to build and support business cases for customer teams.
• Understanding of business processes and translating them into enterprise application implementations.
• Team-oriented mindset focused on continuous improvement and advocating for the customer.
• Ability to balance customer advocacy with company interests, aiming for win-win outcomes.
• Willingness to engage on-site with customers when needed.

Nice to have:

• Experience with major systems integrators and/or cloud/SaaS solutions companies.
• Knowledge of customer support software and telephony processes.

Compensation:

$103,000 to $160,000 per year (base + variable), including equity and benefits. Salaries are benchmarked against similar companies and vary based on location, experience, and expertise. Final offers are determined accordingly.

Why Join Gladly?

At Gladly, we're transforming the industry with a people-first approach. Benefits include:

• Competitive salaries, stock options, and comprehensive benefits
• Generous paid time off, parental leave, and home office stipends
• Remote work environment with in-person gatherings
• Focus on professional growth and an inclusive culture that values diverse perspectives

We challenge the status quo, celebrate grit, and pursue excellence through transparency, collaboration, and a customer-first mindset. We encourage applicants from all backgrounds, even if they don't meet every qualification, because diverse perspectives drive our success.

Additional Information:

• Seniority level: Director
• Employment type: Full-time
• Job function: Other
• Industry: Software Development