Enterprise Customer Success Manager

The Company 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.

The Opportunity 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.

What You Will Do

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.

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. -------------------- 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.