Manager, Customer Success (Enablement Management, SMB)

Sales Mill Valley, California


The Manager, Customer Enablement Management (CEM) is responsible for leading Glassdoor’s efforts to ensure that customers have the best possible experience using our service.  In this role, you will lead a team of Customer Enablement Managers to create outstanding customer engagement, with a focus on customer onboarding.

This is a high impact leadership position where strategy meets execution. To achieve success, you will be truly passionate about customer advocacy and have a proven track record of delivering excellent retention, healthscore and Net Promoter Score (NPS) outcomes.  You are confident in working with partners in the Sales organization and can demonstrate success building collaborative relationships with Sales teams.  You are data-oriented and have strong analytical skills, you’re comfortable with the use of data to make decisions and improve the performance of your team.  As a leader, you are emotionally intelligent and have empathy for customers, your staff and other stakeholders in the organization. You are both proactive and pragmatic by nature, able to progress initiatives even when things are not 100% perfect.  You are passionate about Glassdoor’s solutions and in acting as an advocate for the customer.

Key Responsibilities:

  • Lead a team of up to 10 Customer Enablement Managers to deliver an outstanding customer onboarding experience and ongoing customer engagement
  • Manage performance of your team to deliver Glassdoor’s customer retention and revenue growth objectives for the SMB segment.  Monitor key performance indicators in team meetings and individual 1:1s with your team to ensure delivery against agreed targets and work with peers in the Customer Success leadership to continually improve measurement and reporting of individual and team performance
  • Work closely with peers in the Customer Success leadership team to define, implement and iterate upon playbooks which improve the customer experience, support retention, enable growth and drive measurable increases in efficiency of processes
  • Collaborate with Customer Success leadership to define and implement the strategy for Customer Success at Glassdoor, including developing and leading strategic initiatives
    Cultivate positive and collaborative working relationships with counterparts in the Sales organization to align activity and handoffs, while supporting customer retention and growth
  • Recruit, develop and retain exceptional Customer Enablement Managers. Deliver impactful feedback, coaching and staff appraisals and lead efforts to manage and grow staff engagement within your team and across CS teams
  • Act as a trusted advisor, subject matter expert and point of escalation for your team and Glassdoor’s customers
  • Ensure feedback from team-members and customers on the customer experience is captured, synthesized and shared with Glassdoor’s Product Team

Your Characteristics:

  • Deep knowledge of Customer Success and familiarity with drivers of retention and advocacy
  • Strong analytical and problem solving skills, with a solution-oriented mindset
  • Process orientation and ability to define robust, efficient and scaleable processes for client management  
  • Excellent leadership capability and track record of successful people management
  • Strong communication and influencing skills
  • Track record of success in collaborating with Sales to drive account expansion
  • Prior experience using SFDC (or similar CRM) required, familiarity with Gainsight, Totango or other Customer Success platforms desirable

Strongly Preferred:

  • Project management skills
  • Prior experience with Pay-per-Click (PPC) advertising or online recruiting
  • Prior experience in start-up environments

Minimum Requirements:

  • Bachelor’s Degree
  • 3+ years experience in a People Management role
  • 5+ years experience in Customer Success, Account Management or Consulting
  • 5+ years experience within a B2B organization
  • Occasional travel (~5%)

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; 80% 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.