About the company

Gloat puts people and companies in motion. Our Agile Workforce Operating System is helping the world's most renowned enterprises become dynamic organizations, future-fit for any eventuality, and poised for continuous growth and innovation in today's ever-changing economic climate.

We deliver AI-powered intelligence, infrastructure, and applications that enable organizations to effectively tackle change with agility, unlock capacity and productivity, and reduce workforce risk. Today we support industry leaders around the world including HSBC, Spotify, Nestle, Standard Chartered Bank, Schneider Electric, and many more.

Life at Gloat:

Gloat is a revolutionary startup with a global workforce. We have offices in Tel Aviv, New York City and London and work with customers around the globe. We value collaboration, innovative thinking, and curiosity and we’re looking for bright, driven, and passionate people to grow with us. If you care about empowering businesses and people to reach their potential, you’re in for a fun ride.

Gloat is seeking a dynamic and experienced Manager, Customer Success NYC to join our growing team in NYC, US. The Manager, of Customer Success will play a critical role in ensuring the success and satisfaction of all our accounts in the NA region, responsible for leading and mentoring a team of Customer Success Managers to deliver exceptional service and driving value-generating activities with our customers in the region.

• Customer Success Leadership: Lead and mentor a team of Customer Success Managers responsible for supporting customers across the NA region. Provide guidance, coaching, and support to ensure the team delivers exceptional service and achieves key performance metrics.
• Strategic Account Management: Oversee the management of 1-2 key strategic accounts in the NA region, serving as the primary point of contact and trusted advisor for key stakeholders. Develop and execute strategic account plans to drive customer satisfaction, retention, and growth.
• Customer Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders within strategic accounts. Understand customers' business objectives, challenges, and pain points to proactively identify opportunities for value-added solutions and upsell opportunities.
• Cross-functional Collaboration: Collaborate closely with Sales, Product, and Implementation teams to ensure seamless onboarding, implementation, and adoption of Gloat's solutions. Serve as the voice of the customer internally, providing valuable insights and feedback to inform product development and roadmap prioritization.
• Customer Advocacy: Serve as a passionate advocate for customers within Gloat, championing their needs and driving initiatives to continuously improve the customer experience. Act as a trusted advisor, providing strategic guidance and thought leadership to help customers achieve their business goals.

• Minimum of 5 years of experience in customer success or account management roles for a SaaS product
• Minimum of 2 years of experience as a people manager
• Proven track record of successfully managing key strategic accounts and driving customer satisfaction, retention, and growth.
• Experience leading and mentoring a team of customer success or account management professionals.
• Strong interpersonal and communication skills, with the ability to build rapport and establish trust with customers and internal stakeholders.
• Strategic mindset with the ability to think critically, analyze data, and develop actionable insights to drive business results.
• Results-oriented with a focus on exceeding targets and delivering exceptional customer outcomes.

Gloat provides a reasonable range of compensation. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. The range of starting total pay for this role is 176,000USD-198,000USD OTE.

Benefits include discretionary (unlimited) PTO; health care, dental, vision, and life insurance + voluntary coverage options, 401k + matching; remote, hybrid, flexible work environments; employee assistance program; learning & development opportunities; laptop & tech setups; and, among other things, WeGloat (Gloat for Gloat!)

At Gloat, we believe that building the most important company in the history of human capital begins with having a diverse and inclusive workforce ourselves. This means that we look for individuals who can bring unique strengths, perspectives, skills, and backgrounds to our existing teams. Gloat is proud to be an Equal Opportunity Employer, and does/will not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate.