Glue is a fast-growing Series A startup that leverages AI to revolutionize employee engagement. Our innovative platform empowers organizations to enhance productivity, satisfaction, and retention by providing a seamless and personalized HR experience. As we continue to expand, we are searching for a driven and experienced Head of Customer Success to join our team and help us scale our customer-centric organization.

Responsibilities:

As the Head of Customer Success at Glue, you will:

• Lead, mentor, and scale the Customer Success team, ensuring exceptional customer experiences throughout the customer lifecycle.
• Develop and execute strategies for customer onboarding, implementation, support, and retention.
• Identify upsell and expansion opportunities, driving revenue growth and customer satisfaction.
• Establish key performance indicators (KPIs) and success metrics to measure the effectiveness of the Customer Success team and drive continuous improvement.
• Build strong customer relationships with key HR stakeholders and decision-makers, leveraging your experience selling to HR professionals.
• Foster a customer-centric culture within the organization, ensuring all teams align with the company's commitment to customer success.
• Create and deploy optimal client lifecycles, customer journey, establish best practice playbooks and business review processes.
• Work closely with Product and Engineering teams to provide customer feedback and insights, driving product improvements and feature development.
• Manage and develop playbooks for customer renewals, churn, and upselling processes; minimizing attrition and maximizing revenue growth.
• Continuously refine and optimize processes to ensure efficiency and scalability within the Customer Success team.

Requirements:

• 5+ years of experience in a customer success leadership role within a SaaS organization, preferably in the HR Tech space.
• Proven track record of building and scaling a customer success team.
• Experience selling to HR professionals and managing enterprise-level accounts.
• Exceptional interpersonal, communication, and presentation skills.
• Strong analytical and problem-solving abilities.
• Familiarity with SaaS consumption business models and associated metrics.
• Ability to thrive in a fast-paced, high-growth startup environment.
• Passion for customer success and a commitment to delivering exceptional experiences.

Compensation:

The salary for this role will be between $150,000 and $200,000. In addition to salary this role will include incentive compensation and equity in the form of stock options.

Benefits

Glue is proud to provide the following benefits to our employees:

• Health, Vision, Dental coverage included
• Unlimited PTO with a minimum of 2 weeks a year
• Company sponsored 401k
• Learning and development Stipend
• Home office stipend
• Bi-annual all company offsite
• Monthly team events
• 12 weeks paid parental leave