Customer Success Manager

Glassbox is seeking an experienced, insights-driven Customer Success Manager to support a focused portfolio of our largest and most strategic North American customers. Most accounts are in the financial services sector, with ARR typically ranging from $500K to over $2M. 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 CX optimization insights through the Glassbox platform, deepen adoption across their organizations, and improve the digital experiences their end users depend on. You will lead executive-level conversations, provide outcome-oriented recommendations, and partner with multiple business units inside large and complex organizations such as banks, card issuers, and digital financial institutions.

As a senior member of our customer-facing organization, you will shape account strategy, coordinate operational execution, and guide customers through adopting best practices in digital experience analytics. Your core focus will be value realization, driving enterprise wide adoption, and serving as the primary owner of renewal readiness. You will partner closely with the Account Manager, providing them with visibility into customer strategy, achieved value, and potential future use cases to support commercial renewals and expansion conversations.

The ideal candidate brings a blend of relationship management, digital analytics expertise, strategic consulting skills, and a proven track record of driving business results within large enterprise customers. 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.

Key Responsibilities

• Manage a portfolio of 8–10 enterprise customers, ensuring they achieve meaningful value from Glassbox.
• Build strong relationships with the champions, becoming their trusted advisor in achieving their goals.
• Build working relationships with managers at target business units, e.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.
• 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.
• Contribute to customer stories, references, and best practices that strengthen Glassbox’s reputation in the market.

Qualifications

• 5+ years of experience in Customer Success for enterprise SaaS solutions.
• Strong understanding of digital journeys, customer behavior analytics, and UX best practices.
• Background in digital experience analytics, digital experience optimization, or related technologies.
• Experience working with banking customers and other financial services institutions.
• Proven success with large enterprise accounts with ARR typically $500K–$2M.
• Ability to lead executive conversations and present insights to C-suite and VP-level stakeholders.
• Demonstrated skill in analyzing data and translating into business recommendations.
• Experience partnering closely with an Account Manager to drive renewal readiness.
• Strong project management skills with the ability to juggle multiple initiatives across several accounts.
• Excellent written and verbal communication skills, with attention to clarity and structure.
• Bachelor’s degree or equivalent experience; MBA or consulting background is a plus.
• Expect up to 25% travel to visit customers and conduct onsite business reviews