Job Description

At Glide, our mission is to create a billion new software developers.

We're looking for a self-driven, hands-on individual who's highly organized, has an eye for growth and expansion and is passionate about enterprise customer success.

The ideal candidate will be a self starter who has customer success experience in early-stage startups.

As our Customer Success Manager (CSM), you will play a pivotal role in driving customer success, retention, and growth. You’ll be the trusted advisor and advocate for our customers, ensuring they derive maximum value from our solution. Your responsibilities will span enterprise renewals, customer adoption, advocacy, and strategic partnership building, with the ultimate goal of strengthening customer relationships and fostering a customer-first culture.

Your responsibilities

Strategic Partnerships

• Act as a strategic partner by deeply understanding customer business goals and aligning Glide to their needs.
• Be responsible for understanding customers’ desired outcomes and driving requisite activities to help them achieve value realization through proactive engagement and by creating Customer Success Plans.
• Demonstrate excellence in change management by inspiring customers to evaluate and adjust their internal processes and procedures to embed feedback into their business.

Customer Adoption

• Drive adoption of Glide by understanding customer objectives and tailoring engagement strategies.
• Deliver training, resources, and best practices to help customers maximize value and achieve success.
• Stay up-to-date with the latest product features and updates, ensuring that customers are informed and can maximize the value they derive from the platform.
• Be curious and consistently build rapport with customers through deep discovery.
• Demonstrate the ability to execute high and wide motions across your account base to identify and foster opportunities for value realization.

Customer Advocacy

• Build trust and long-term relationships to inspire customers to become advocates for Glide.
• Identify and nurture customer champions for case studies, testimonials, and reference programs.
• Be able to drive value realization and continue the conversation throughout the customer journey.

Voice of the Customer

• Serve as the primary advocate for your customers within Glide, sharing insights and feedback to improve products and services.
• Partner with product, marketing, and support teams to influence roadmaps and prioritize customer needs.

Customer Health Monitoring

• Regularly assess the health of the customer, tracking engagement and usage to identify potential risks or opportunities for improvement.

Issue Resolution

• Proactively identify and resolve customer challenges, collaborating with technical support and other teams as needed to ensure timely resolution.

Renewals and Upsells

• Lead renewal negotiations with a focus on helping to drive growth and maintaining customer satisfaction.
• Identify upsell and cross-sell opportunities, collaborating with internal stakeholders to achieve revenue targets.

Team Collaboration

• Build strong internal relationships with cross-functional teams, including sales, marketing, product, and support, to form a cohesive account team.
• Contribute to a collaborative, customer-focused culture within Glide.

What we’re looking for

• Experience in Customer Success, Account Management, or related roles in tech or SaaS, with a proven ability to manage and grow customer relationships in a SaaS environment.
• A strong understanding of SaaS products and customer success strategies.
• Exceptional communication and interpersonal skills for rapport-building and trust as well as a problem-solving mindset with a proactive, solution-focus.
• Ability to thrive in a fast-paced, dynamic work setting with strong project management abilities and keen attention to detail.
• Demonstrated ability to align with enterprise clients or large-scale accounts.
• Any familiarity with customer success tools (HubSpot) is a plus.

Definitely mention if you have...

• Experience with Glide.

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