What are the responsibilities and job description for the Customer Success Manager (East Coast) position at Gloat?
About The Position
About the company:
Gloat transforms organizations into Exponential Enterprises where AI amplifies human potential rather than replacing it. Our platform empowers employees to become Exponential Contributors by breaking work down to skills and tasks, identifying the best opportunities for AI automation and augmentation, and orchestrating intelligent collaboration between humans and AI. We deliver what AI promised: exponential productivity, growth, and transformation through Work Orchestration, Workforce Readiness, and Enterprise Optimization.
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.
Who We’re Looking For
We’re looking for a Customer Success Manager (CSM), with a proven track record of successfully leading large enterprise (>25K employees) and mid-size (>5K employees) customers toward their desired outcomes.
At Gloat, our CSMs are Product Experience Managers (PEMs). You will be collaborating closely with our customers, and supporting them in the deployment of Gloat’s products. In this role, you are expected to develop high-trust relationships with your customers, lead face-to-face workshops, and ensure your customers have a long-term rollout strategy of Gloat’s Talent and AI readiness solutions for their organization. You will be partnering closely with other internal Gloat teams such as Sales, Legal, Product, Engineering and Support. You will be measured on your customer’s KPI results (adoption, usage, cost saving etc), will be expected to lead quarterly business reviews, and ultimately, ensure your customers expand, renew and become referenceable!
We’re looking for candidates on the East Coast (NYC preferred) who are able to travel to visit customers in North America, in addition to joining team meet ups in NYC.
Responsibilities
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 $130,000 - $150,000 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.
About the company:
Gloat transforms organizations into Exponential Enterprises where AI amplifies human potential rather than replacing it. Our platform empowers employees to become Exponential Contributors by breaking work down to skills and tasks, identifying the best opportunities for AI automation and augmentation, and orchestrating intelligent collaboration between humans and AI. We deliver what AI promised: exponential productivity, growth, and transformation through Work Orchestration, Workforce Readiness, and Enterprise Optimization.
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.
Who We’re Looking For
We’re looking for a Customer Success Manager (CSM), with a proven track record of successfully leading large enterprise (>25K employees) and mid-size (>5K employees) customers toward their desired outcomes.
At Gloat, our CSMs are Product Experience Managers (PEMs). You will be collaborating closely with our customers, and supporting them in the deployment of Gloat’s products. In this role, you are expected to develop high-trust relationships with your customers, lead face-to-face workshops, and ensure your customers have a long-term rollout strategy of Gloat’s Talent and AI readiness solutions for their organization. You will be partnering closely with other internal Gloat teams such as Sales, Legal, Product, Engineering and Support. You will be measured on your customer’s KPI results (adoption, usage, cost saving etc), will be expected to lead quarterly business reviews, and ultimately, ensure your customers expand, renew and become referenceable!
We’re looking for candidates on the East Coast (NYC preferred) who are able to travel to visit customers in North America, in addition to joining team meet ups in NYC.
Responsibilities
- Work closely with your customers to understand their business needs, helping them define their long term rollout strategy, success metrics and business impact.
- Influence change within customers to drive adoption of best practices and successful change management methodologies, thereby deriving optimal utilization of the product and solutions
- Hold a deep product understanding to support the customers in the best utilization of our product and solutions.
- Establish incredible rapport and trust with your customers
- Work directly with customer’s HR, IT, Business and senior executive teams
- Collaborate with other departments within Gloat’s company, e.g. Support, Implementation, Product, Sales, Marketing, and RnD
- Partner and share responsibilities with teams through implementation processes
- Influence your customers to adopt additional functionality and/or integrations, demonstrating the value it will bring to their organization
- Predict and forecast risk, problem solve and work independently
- As required, travel is expected to customer sites (approximately 1-2 a quarter) to lead multiple-day workshops or launch activities, speaking, presenting to and facilitating discussions with stakeholders from HR, IT, leadership and more
- Meet and exceed quarterly targets or other targets defined by the business
- 5 years of experience in a customer management role
- Experience working with enterprise SaaS or enterprise software solutions
- Familiarity with products and solutions in the HR and AI space
- Proven ability to communicate, present to, and influence key stakeholders at all levels of the organization
- Project management skills and experience
- Account management experience - an advantage
- Advanced problem-solving skills, verbal and written communication skills
- Excellent listening and negotiation abilities
- Data-driven
- Understanding in HR software (HRIS, HCM, ATS, LMS/LXP, etc) - advantage
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 $130,000 - $150,000 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.
Salary : $130,000 - $150,000