Customer Success Leader for Luxury Brands
3 weeks ago
About the Role
We are seeking a seasoned Senior Customer Success Manager to join our team at Glowing, a rapidly scaling Generative AI SaaS startup. In this role, you will be responsible for growing a book of business by retaining, expanding, and delighting customers across various globally-admired luxury brands.
Your Key Responsibilities
- Manage a portfolio of 5-10 high-profile clients, primarily in the hotel and hospitality industry, with multiple global locations each.
- Develop scalable and repeatable customer journey processes to ensure exceptional service delivery.
- Collaborate with cross-functional teams to drive expansion opportunities, including upsells and cross-sells of new product lines.
- Lead quarterly business reviews (QBRs) to discuss strategy, progress, and growth opportunities.
- Prioritize accounts based on perceived risk, potential growth, strategic value, and renewal timeline.
About You
To succeed in this role, you should have:
- 5+ years of experience as a senior to principal customer success manager or customer success team lead for mid-market to enterprise customers.
- Extensive experience with customer success platforms and the ability to onboard customers and deliver value on proofs of concept.
- A deep understanding of customer needs and the ability to curate personalized customer journeys.
- Exceptional relationship-building skills, with the ability to work with various stakeholder personas and levels.
- The ability to identify and act on expansion opportunities, prioritize accounts, and lead QBRs.
Total Rewards Package
We offer a competitive salary range of $30,000 to $35,000 per year, plus generous stock options, a learning stipend, and opportunities to travel globally. Additionally, we provide a referral bonus program to incentivize and reward referrals of top talent from your network.
What We Offer
Glowing is a YCombinator-funded SaaS startup with 100%+ year-over-year growth. We pride ourselves on being a hybrid environment (90% remote, 10% in-person), where work travel to visit clients is an occasional expectation. As a member of our team, you will have the opportunity to grow professionally and take on larger portfolios or leadership roles as the company scales.
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