CSM Customer Success Manager
2 weeks ago
We're seeking an Enterprise Customer Success Manager (CSM) with a proven track record of effectively guiding large enterprise customers (with over 25,000 employees) toward their desired outcomes.
In this pivotal role, you will cultivate high-trust relationships with your customers, lead in-person workshops, and ensure the establishment of a long-term rollout strategy for the Gloat Talent Marketplace within their organization.
Your collaboration will extend to working closely with other internal Gloat project members, including Project Managers, Technical Implementation Specialists, Support Teams, Change & Enablement Consultants, and others.
Your performance will be evaluated based on your customers' key performance indicators (KPIs) related to the talent marketplace, such as adoption rates, hiring outcomes, and platform usage.
Collaborate closely with enterprise customers to grasp their business needs, aiding in defining their long-term rollout strategy, success metrics, and business impact.
Drive adoption of best practices and successful change management methodologies within customers, influencing change to ensure optimal product utilization.
Engage directly with customer HR, IT, Business, and senior executive teams.Collaborate with various departments within Gloat, including Support, Implementation, Project Management, and Product.
Anticipate and address risks, problem-solve, and demonstrate independent initiative.
Travel to customer sites (approximately 1-2 times per quarter) to lead multi-day workshops or launch activities, engaging with stakeholders from HR, IT, leadership, and other departments.
5+ years of excellence in customer management roles, specifically focusing on large enterprise clients (with over 25,000 employees).~ Proficiency in navigating enterprise SaaS or software solutions tailored for large corporations.
~ Data-driven approach with the ability to leverage insights to enhance customer experiences.
~ Familiarity with HR software such as HRIS, HCM, ATS, LMS/LXP is advantageous.
~ Fluent English proficiency at a native level.
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