Head of Customer Success

About Glue   Glue is on a mission to make people as happy as they can possibly be at work. To help us get there, we’re adding even more of the brightest minds to our team; could that be you?   Glue builds technology empowering distributed teams to stick together. Through an AI-powered connection algorithm HR and People leaders understand and act on the relationships within their organizations. Glue's platform also utilizes Meetups, Events, and Pulse surveys to build connections that further drive retention. Glue is backed by leading investors including Greylock, and Founders' Co-op.    Culture is at the heart of what we do—come join a dynamic and innovative team that’s bringing wonder to work!

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