Job Description

Our mission is to help people everywhere find a job and company they love. We are disrupting an industry by changing how people search for jobs and how companies recruit top talent.

The Customer Success Manager (CSM) is an energetic customer facing professional who will engage, retain and drive our customers’ understanding of existing and new product offerings as well as the growing Employer Branding and Online Recruiting space. The CSM assists in the post-sales lifecycle for Glassdoor’s portfolio of customers, serving as a trusted advisor for each customer in optimizing their brand and campaign with Glassdoor as well as driving success via Glassdoor data, insights, and best practices garnered through working with thousands of human resources, talent acquisition, and marketing customers. The ideal candidate will be as passionate about Glassdoor’s solutions as they are about providing an exceptional experience for every customer. As the voice of the Customer at Glassdoor, we expect our Customer Success Managers to be active listeners but also strategic thinkers who understand that wearing both the company and the customer hat equate to success for both.

We work hard to maintain our fast-paced, motivated, and well-balanced culture. As a rapidly growing company, opportunities for internal growth and career development are plentiful and are plentiful.

RESPONSIBILITIES:

• Act as a trusted advisor, thought leader, and subject matter expert to customers and partners, both internally and externally
• Develop and maintain a deep understanding of customers’ business drivers and recruiting goals, and steer program activities to align with those initiatives
• Proactively work directly with medium to enterprise business customers, typically Human Resources, Marketing and Talent Acquisition departments, interacting with various levels of individuals ranging from Directors to C-level depending on the company; may include interactions with Agency partners as well
• Partner and work very closely with Sales to manage customers’ success metrics and expectations, monitor and measure customer satisfaction, succinctly communicate ROI, and ensure customer growth and renewal within the Glassdoor product suite
• Monitor and manage employer content and recruitment advertising campaigns including pay-per-click (PPC) and job slots management platforms to ensure consistent product performance and delivery
• Act as a liaison between internal teams to ensure customer needs are being met; coordinating amongst implementation, sales, marketing, finance, and product teams
• Analyze and monitor customer data to draw insights and optimizations with the goal of communicating those findings to the customers as well as adjust campaigns for better marketplace performance
• Keep all customer needs, questions, contract information, and actions up-to-date using SFDC

SPECIFIC HIRING CHARACTERISTICS/TARGETS:

• Strong empathy for customers and their success
• Proactive, positive, self-starter, and team player with a love of continually improving the processes around you
• Ability to work in team-based, collaborative environment and passion for contributing to the creation of a world class customer success function
• Capability to communicate brand/products effectively and clearly both cross-functionally (sales, product, marketing) and externally (customers) over multiple mediums
• Track record of working in a customer-facing environment and developing/driving initiatives to ensure or improve upon a customer’s return on investment with your services
• Ability to digest complex data and regurgitate it back to customers in a manageable and concise way
• Excellent presentation and meeting facilitation skills including to small to medium groups
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high level customer satisfaction and retention in a fast-paced environment
• Previous experience in Pay-per-Click (PPC) advertising campaigns or online recruiting a plus
• Basic understanding of HTML, XML, advertising tracking mechanisms and Applicant Tracking Systems (ATS) a plus
• Experience using SFDC (or similar CRM) and Customer Success Analytics platforms such as Gainsight or Totango are a plus