Glassbox's mission is to empower enterprises to shape trusted, frictionless digital experiences.
Glassbox is a leading force in shaping digital experiences. It helps organizations uncover digital issues, boost conversion rates, enhance accessibility, prevent fraud, and more. Leveraging AI-driven customer intelligence, Glassbox enables enterprises to deliver secure, proactive, and preventative digital experiences. Its solutions are trusted by highly regulated organizations, including SoFi, Cal, and many others. We are growing and have been recognized by G2 as one of 2024's Top 50 Software Companies in the world.
Glassbox is seeking an experienced Customer Success Manager to support a robust portfolio of our Enterprise customers, mostly based in North America with ARR typically ranging from $100K to $500k. You will serve as the primary post-sale partner responsible for ensuring that customers realize measurable business value from their Glassbox deployments across web and mobile channels.
In this role, you will help our enterprise customers unlock UX optimization insights through the Glassbox platform, to improve the digital experiences their end users depend on and deepen adoption across their organizations. You will be focusing on maximizing product adoption, retention, and value realization through a modern, tech-touch approach, utilizing customer success technology and automated playbooks to ensure consistent, high-impact engagement across your entire book of business.
You will partner closely with the Account Managers, providing them with visibility into achieved value, and potential future use cases to support commercial renewals and expansion conversations.
The ideal candidate brings a blend of portfolio management discipline, digital analytics interest, and a passion for building scalable customer journeys. You are energized by efficiency, love using technology to solve problems at scale, and know how to make many accounts feel uniquely supported. Experience working with financial institutions or regulated industries is a strong advantage. You will be representing a high-impact platform used by many of the world's most respected digital brands, and you will be expected to drive meaningful value for every customer you support.
- Manage a portfolio of 30-40 enterprise customers, ensuring they achieve meaningful value from Glassbox.
- Utilize Customer Success platforms to build and execute automated email playbooks, in-app triggers, and digital touchpoints that ensure consistent communication.
- Build strong relationships with the champions, becoming their trusted advisor in achieving their goals.
- Build working relationships with managers at target business units, e.g. Digital Product, UX, IT Ops, and more.
- Lead adoption planning, define customer goals, success metrics, and action plans tied to measurable outcomes.
- Analyze product usage across the enterprise to identify opportunities for increased utilization, adoption and value.
- Deliver recommendations that help customers use Glassbox across additional journeys and teams.
- Lead regular check-ins, QBRs, and executive business reviews to showcase progress, value, and next steps.
- Partner with Account Managers to support renewal readiness and identify expansion opportunities
- Escalate issues quickly and coordinate with Support, Consulting, and Product to ensure timely resolution.
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- Obtain subject matter expertise in digital experience analytics and common financial services use cases.
- Lead scaled adoption initiatives, such as 1-to-many workshops, product webinars, and automated onboarding sequences to drive enterprise-wide utilization.
- Document customer insights, risks, and progress in internal systems to maintain accurate visibility across teams.
- Advocate for customer needs internally and provide input to product roadmap discussions.
- Contribute to customer stories, references, and best practices that strengthen Glassbox's reputation in the market.
- 5+ years of experience in Customer Success for enterprise SaaS solutions.
- Experience successfully managing a high-volume portfolio of accounts (30+ accounts preferred).
- Strong understanding of digital journeys, customer behavior analytics, and UX best practices.
- Background in digital experience analytics, digital experience optimization, or related technologies.
- Experience working with banking customers and other financial services institutions.
- Proven success with enterprise accounts with ARR typically ranging from $100 to $500K.
- Ability to lead executive conversations and present insights to C-suite and VP-level stakeholders.
- Proficiency with modern Customer Success tooling and automation workflows (e.g., Gainsight, Salesforce).
- Demonstrated skill in analyzing data and translating into business recommendations.
- Experience partnering closely with Account Manager to drive renewal readiness.
- Strong project and time management skills with ability to juggle multiple initiatives across several accounts.
- Excellent written and verbal communication skills, with attention to clarity and structure.
- Bachelor's degree or equivalent experience; MBA or consulting background is a plus.
- Ability to work during most of North American East Coast working hours.
- You build trusted, executive-level relationships and communicate confidently with senior stakeholders.
- You think like a consultant and translate complex insights into clear, actionable business recommendations.
- You manage enterprise accounts with discipline, structure, and strong follow-through.
- You can quickly understand customer goals and connect Glassbox capabilities to measurable outcomes.
- You are proactive in identifying opportunities, risks, and insights before customers ask for them.
- You are highly organized and manage multiple workstreams across many enterprise accounts.
- You enjoy solving problems and can navigate ambiguity in complex customer environments.
- You collaborate effectively with Account Managers, Support, Product, and Consulting teams.
- You are comfortable engaging with data and using analytics to tell a compelling story.
- You thrive in fast-paced, high-growth environments and adapt quickly to evolving priorities.
- You demonstrate curiosity, humility, and a continuous improvement mindset.
At Glassbox, we value curiosity, ownership, and a constant drive to learn and improve, no matter the gender, nationality, religion, or background. We believe diverse perspectives make us better, and that potential matters just as much as experience, and encourage people of all shapes and sizes to apply.
If this role excites you and you're motivated to make an impact - we'd love to hear from you, even if you don't meet every listed qualification.
