Senior Customer Success Manager

Why Glassdoor?

When you work for Glassdoor, you help people everywhere get ahead in work and life. That's because we're moving fast to become the leading community for workplace conversations. Every day, we foster radical transparency by giving professionals a platform to connect authentically and anonymously. Think real talk with real people — plus company reviews and ratings, salary info, job listings and more.

Join us as we make worklife better, together.

About the Role

Glassdoor is hiring a Senior Customer Success Manager to join our team! The Customer Success Manager (CSM) is a hardworking customer-facing professional who will engage, retain and drive our customers' understanding of Glassdoor product offerings, with a focus on the growing Employer Branding and Online Recruiting space. The CSM is measured by product adoption and engagement as a means of driving retention in their book of business. The ideal candidate will be passionate about Glassdoor's mission and the customers they partner with, providing unique solutions and an outstanding customer experience.

What You'll Do

• Act as a trusted advisor, inspiring leader, and subject matter expert to customers in relation to the full suite of Glassdoor's products
• Onboard and educate customers about Glassdoor's products
• Produce and conduct Executive Business Reviews, engaging with client counterparts at various levels of the organization as well as potential Agency partners
• Supervise, manage and optimize employer content and recruitment advertising campaigns including display advertising and profile branding to ensure consistent product performance and delivery
• Partner and work very closely with partners in Sales to define and achieve customers' success criteria, demonstrate return on investment, and ensure customer renewal with Glassdoor product suite.
• Act as a liaison between internal teams to ensure customer needs are being met; coordinating amongst implementation, sales, marketing, finance, and product teams
• 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
• Analytical and problem-solving skills
• Managing work and collaboration
• Communication and emotional intelligence
  
  

What You'll Bring

• Dedication to add to Glassdoor values and our culture of DEI
• 8 years of experience in B2B environments with a preference for customer success, account management, sales or consulting background
• Previous experience in digital and branding advertising campaigns or online recruiting is highly beneficial.
• Basic understanding of the recruiting landscape and employer branding a plus
• Enthusiasm for online advertising/media, marketing, and/or employer branding space is a must!
• Experience using Salesforce (or similar CRM) and Customer Success Analytics platforms such as Gainsight or Totango are a plus
• Proven record of successfully achieving customer retention goals is a plus
  
  

Compensation and Benefits

Base Salary Range*: $101,400 - $134,600

• Glassdoor base salaries are targeted to the market 75th percentile for technical roles and the 65th percentile for non-technical roles. In other words, 65-75% of comparable organizations in our industry will pay less.
  
  

Please note this role is hourly, non-exempt.

Quarterly Bonus Target**: 20%

• Bonuses are paid at a quarterly interval based on attainment of KPIs.
  
  

Perks for Full-Time U.S. Employees:

Generous Restricted Stock Units (RSU):

• Restricted Stock Units (RSU) are awarded at hire and may be refreshed annually. Additionally, as a pay-for-performance company, there are additional RSU grant awards for the very top performers.
  
  

You can learn more about our compensation philosophy here and see salary ranges for all Glassdoor jobs here.

Health and Wellness: 100% employer-paid premiums for employee medical, dental, vision, life, short and long-term disability, select well-being programs, along with 80% employer-paid premiums for all dependents.* Generous paid time off programs for birthing and non-birthing parents are provided, along with paid injury/illness leave and paid family emergency leave.

• Coverage begins at the start of employment. After 48 months of continuous employment, 100% of all premiums for you and your dependents can be employer-paid!
  
  

Work/Life Balance: Open Paid Time Off policy, in addition to 15-20 paid company holidays/year

Investing in Your Future: 401(k) plan with a company match up to $5,000 per year, subsidized fertility and family planning services, and discounted legal assistance services.

Our Commitments

• Come as you are: At Glassdoor diversity is not a slogan; it's a core factor in our success. We welcome your background, experience and ideas because you help us understand and better serve our world. You make us stronger.
• Grow your career: Glassdoor is small enough for you to see the impact of your contributions, while large enough to offer significant resources and endless opportunities to grow. This is a great place to make a career.
• Find your people: Ask anyone who works here: it's the people who make the difference. We are a group of well-rounded humans who support one another and work hard together to bring the Glassdoor mission to life.
• Discover flexibility: With flexible hours and a where-to-work policy, Glassdoor allows you to take on professional and personal responsibilities — enhancing both productivity and your well-being.
  
  

Glassdoor is committed to equal treatment and opportunity in all aspects of recruitment, selection and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status or any other category protected under the law. Glassdoor is an equal opportunity employer; committed to creating a community of inclusion, and an environment free from discrimination, harassment and retaliation.

Where-to-Work Policy

Being a remote-first company, Glassdoor employees can live anywhere Glassdoor is a registered company. Requests to move must be approved by an employee's manager and the People team. While we will try our best to support relocation requests, some requests may not be approved due to various tax, legal, or other restrictions.

Enjoy Remote and Explore: Employees authorized to work in their current location may Work Away for up to a total of 30 (thirty) working days in a calendar year without permanent relocation and compensation change. Employees on visas may work Work Away for up to a total of 20 (twenty) working days in a calendar year without permanent relocation and compensation change. The amount of time and location for Work Away must be approved by the employee's manager and People Operations team at least two (2) weeks in advance of travel.