Senior Strategic Customer Success Manager

Join Us at Gloo: Help Us Build the Leading Technology Platform to Serve the Faith Ecosystem. 

At Gloo, we believe relationships catalyze growth—and when technology serves relationships, the world can be transformed, one life at a time.  We recognize the faith ecosystem is broad and diverse. It includes churches, parachurch ministries and thousands of non-faith based organizations committed to advancing the flourishing of people. Our purpose is simple yet profound: to shape technology as a force for good, so that people can flourish and communities can thrive.. Therefore, our mission is to build the leading technology platform to serve the faith ecosystem.

We are a mission-driven organization, guided by four core principles:

• Shape Technology for Good: Whether it’s AI tools, dashboards, or communication tools, we empower leaders with values-aligned solutions that amplify their missional impact with tools they can trust.
• Serve Those Who Serve: From pastors and donors to network leaders and content creators—we’re passionate about providing technology that helps them do more of what they are called to do. 
• Release Collective Strength: We connect the diverse faith ecosystem—churches, parachurch ministries and thousands of non-faith based organizations committed to advancing the flourishing of people—so they can achieve more together than they could alone.
• Enable Ecosystem Trust: Trust is the foundation of a connected faith community. We enable transparency, digital rights management, and simplicity to foster confident collaboration.

We are looking for talented, mission-driven individuals to join our team as we create innovative technology solutions that inspire and empower people to release the passion in every person, including you, to be all they were created to be. If you’re ready to make an impact with your talents and skills toward this purpose, we’d love to hear from you!

The Opportunity: As a Senior Strategic Customer Success Manager at Gloo, you are responsible for driving revenue growth and ensuring long-term client success by managing and expanding relationships within your existing enterprise accounts. This role involves deeply understanding the unique business challenges of established enterprise organizations and strategically aligning Gloo's platform, services, and Capital Partner solutions to their evolving needs.

Key responsibilities include nurturing strong, long-lasting relationships with C-level executives and key stakeholders within your assigned accounts, identifying opportunities for expansion and upsell, negotiating renewals and new contracts, and collaborating closely with professional services and product teams to ensure continuous value delivery and client satisfaction. You possess a deep understanding of enterprise-level success management strategies, a proficiency in exceeding retention and growth quotas, and the ability to articulate the value of technology solutions to diverse audiences. You can operate independently with strategic partners, driving alignment in complex, joint venture work involving new and innovative solutions. This role involves subject matter expertise and experience in technologies that align with Gloo’s platform capabilities, products, and services. 

What You’ll Be Doing:

• Stakeholder Communication & Coordination
• • Serve as the primary point of contact for customers, ensuring clear, transparent communication.
  • Collaborate cross-functionally with engineering, professional services, and products to ensure seamless execution of services.
  • Act as client advocate, escalating and resolving issues quickly.

• Account Planning & Strategy:
• • Develop and execute comprehensive account success plans for assigned enterprise clients, identifying opportunities for growth, renewal, and deeper solution adoption.
  • Conduct in-depth analysis of client business strategies, industry trends, and technology roadmaps to proactively identify new opportunities for Gloo platform solutions and managed services.
  • Identify and cultivate key stakeholders and decision-makers within existing accounts to strengthen relationships and expand influence.

• Relationship Management & Client Advocacy:
• • Build and maintain strong, long-lasting relationships with key contacts across all levels of the client organization, from technical teams to C-level ex