Director, Global Customer Success

Sales Mill Valley, California


Description

Glassdoor believes in putting the customer at the center of everything we do. To realize Glassdoor’s vision of helping people everywhere find a job they love, we must help our customers tell their stories in a way that is authentic and compelling.  To do so, we must understand our customer, make their journey simple, and provide essential value for them from implementation to renewal.

Customer success is critical to understanding the performance and utilization of our services.  We are seeking a leader who will drive and evolve our customer success function, acting as a catalyst to improve the quality of our services and overall customer experience.  As Director, Global Customer Success, you will collaborate closely with other customer-facing teams (Implementation, Support, and Operations/Insights) to combine strategy and execution to ensure our customers are as successful as possible in using Glassdoor products.

This could be a job you love, if:

You like variety.  You are just as easily engaged when you are relied on to be a strategic leader and maintain a 10,000 ft view, to when you are asked to work alongside the front-line team to dig into a specific issue.

You are a natural mentor.  You seriously invest in your team members, and take great pride in coaching and developing individuals and seeing them grow professionally.

You are a relationship-builder.  You find it easy to connect with others and can quickly build trust and rapport.

You are passionate about building a world-class Customer Success organization, and are committed to realizing this vision by implementing process improvements, change management and analytics to achieve team and individual goals.

You are an excellent listener and communicator.  You listen intently. Your communications are clear, direct, and thoughtful. You express yourself clearly and concisely in person and in writing.

You are curious and flexible.  You are willing to try something new in order to learn and adapt.  Experiments don’t scare you.

You are a systems thinker.  You think of the customer journey end-to-end, and possess a strong process orientation.

You are savvy.  You understand the drivers behind creating compelling customer experiences and how they drive revenue and serve the business.

As Director, Global Customer Success, you will:

  • Lead and develop a team of 30+ CSMs and CSM managers across strategic, enterprise, mid-market, and high-volume programs
  • Develop and evangelize the Customer Success mission on both operational and strategic levels
  • Develop and deploy strategies to drive net retention, performance and utilization rates, NPS, and customer advocacy rates, while maintaining an industry-leading CPA and CPH rates
  • Create and execute scalable tech-touch programs for automated success management plans to drive Glassdoor goals, leveraging strategies and tactics across functions, including Customer Success, Support, Implementation, Sales and Product, Marketing, and Engineering
  • Ensure team processes and procedures are aligned for global and local consistency
  • Attract and recruit top tier talent; manage and develop a high caliber team
  • Set and communicate goals, action plans, and key metrics for CSM/CEM teams in different customer tiers with different levels of customer touch; create standardized playbooks and interventions for each point in the customer journey
  • Coach, develop, and drive performance of CSM/CEM people managers and individual CSM/CEMs
  • Develop incentive compensation strategies and plans to correctly align and incent CSM/CEMs
  • Lead strategic, cross-functional initiatives such as customer lifecycle definition, NPS, voice-of-customer, and product feedback
  • Build strong internal relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support
  • Work with agency partners in developing a support and success plan that maps to and tracks our mutual customers’ success
  • Ensure Customer feedback is communicated internally to enable ongoing improvement of Glassdoor products and services
  • Use quantitative and qualitative analysis to drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction  
  • Understand market trends and keep up-to-date with the latest news and developments impacting our industry

Required Qualifications:

  • 10+ years of progressive customer/account management experience in a customer-facing organization; including in a Customer/Account Manager role, and at least 5+ years in a leadership/management role overseeing customer experience/success team(s) in a B2B environment
  • Demonstrated ability to successfully select, train, coach and develop team members
  • Prior experience developing and rolling out global processes and customer programs that drive performance and product/service utilization
  • Demonstrated track record in implementing programs and process improvements that result in increased renewals and greater customer satisfaction
  • Demonstrated track record of using data analytics to drive increased value for customers and partners
  • Deep understanding of value drivers in recurring revenue business models
  • Prior experience supporting Fortune 1000 enterprise customer relationships/accounts
  • Successful in engaging cross-functional business and technical teams to provide timely issue resolution
  • Ability to evaluate, develop, and reshape existing teams as necessary while inspiring and motivating individual team members
  • Strong empathy for customers, a passion for customer insights and research rooted in placing the customer’s wants and needs first
  • Previous experience leading a successful customer experience/success team in a growth-oriented environment

Some travel may be required (<20% time)

Preferred Qualifications:

  • Familiarity with Gainsight or other Customer Success workflow and analytics platforms
  • Prior experience in developing and scaling customer success operations internationally
  • Working knowledge of SEO or digital marketing a plus
  • End-to-end experience with all aspects of Net Promoter Score metric, calculations and reporting
  • Previous work with performance based campaigns, ad management a plus

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
  • 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.