Senior Customer Success Manager

Sales London, United Kingdom


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.

As a Senior Customer Success Manager, you will be Glassdoor’s primary UK-based trusted advisor and subject matter expert. Both personable and analytical, you will engage with some of our most complex, strategic EMEA accounts to deliver value and reduce churn. Working in close partnership with the Sales function, you will have responsibility for delivering exceptional customer experiences and customer retention.  You will report to a Dublin-based manager and will be able to work autonomously, while proactively communicating about your activity and needs for success.


  1. Act as a trusted advisor, thought leader, and subject matter expert to customers in relation to the full suite of Glassdoor’s products
  2. Produce and conduct Executive Business Reviews, engaging with client counterparts at various levels of the organization as well as Agency partners
  3. 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
  4. 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.
  5. Act as a liaison between internal teams to ensure customer needs are being met; coordinating amongst implementation, sales, marketing, finance, and product teams
  6. Develop and maintain a deep understanding of customers’ business drivers and recruiting goals, and steer program activities to align with those initiatives

Key Competencies include:

  • Product Delivery and Expertise:
    • Capability to communicate brand/products effectively and clearly both cross-functionally (sales, product, marketing) and externally (customers) over multiple mediums
  • Analytical and Problem Solving Skills:
    • Ability to synthesize complex data into clear insights for customers
  • Managing Work and Collaboration:
    • Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you
  • Communication and Emotional Intelligence:
    • Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success


  • Bachelor’s Degree or equivalent work experience
  • 5+ years of experience in B2B environments with preference for customer success, account management, sales or consulting background
  • Experience leading customer-facing meetings and managing client relationships essential
  • Prior experience in Pay-per-Click (PPC) advertising campaigns or online recruiting higfhly 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
  • Commitment to Glassdoor’s mission and values
  • Proven record of successfully being measured to retention goals is a plus

Why Glassdoor?

  • Work with a 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
  • Income payment protection up to 6 months
  • Paid Healthcare
  • EAP (Employee Assistance program)
  • Life Assurance x4 times basic pay
  • Mobile Phone expense payment
  • Paid holidays and flexible paid time off
  • Pension / PRSA employee scheme
  • Share Option Scheme
  • Great central location close to public transportation
  • Your choice between Mac or PC