Senior Director, Digital Customer Success
1PasswordSalary not specified
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Fintech, Financial ServicesIndustries
Requirements
- 4+ years of professional experience, ideally in a customer success, program management, or digital marketing role
- Deep proficiency in a Customer Success (CS) platform (e.g., Gainsight, ChurnZero) or strong experience in Marketing automation tools (e.g., HubSpot, Marketo) is required
- Proven experience in creating, launching, and iterating on programs that effectively drive customer success outcomes (e.g., adoption, retention)
- Ability to use data and analytics to prioritize initiatives, identify trends, and inform all program development
- Exceptional writing and verbal skills, with the ability to distill complex information into clear, actionable insights for mass digital communication
- Ability to work in a fast-paced environment and context-switch between projects
- Bilingual or fluent English required
- Bachelor’s degree required
- Must be willing to be in office 5x/week
- Must be willing to travel up to 10% of the time to the US for team meetings or strategic projects
Responsibilities
- Automate Customer Engagement: Own the digital customer engagement strategy, building automated programs for critical customer lifecycle stages, including onboarding, training, and support
- Develop Scalable Programs: Design, execute, and iterate on programs that support a broad customer base with timely and relevant resources
- Leverage Digital and Video Touchpoints: Create and manage one-to-many resources such as in-app assistance, targeted email campaigns, custom training webinars, and video content to reach a broad audience and drive adoption. The focus will be on these digital touchpoints rather than traditional Executive Business Reviews (EBRs)
- Measure and Optimize: Utilize customer success platforms, CRM, and analytics tools to track customer health, measure the impact of scaled outreach, and identify trends to inform program development
- Internal Advocacy: Champion the voice of the scaled customer internally, providing data-driven insights to our Product and Sales teams to inform the roadmap
- Contribute to Vision: Identify and implement efficiency initiatives to continuously optimize the overall scaled customer experience and contribute to the company's Customer Success vision
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What experience is required for the Customer Success Manager role?
Candidates need 4+ years of professional experience, ideally in customer success, program management, or digital marketing, with proven experience creating, launching, and iterating on programs that drive customer success outcomes like adoption and retention.
What technical proficiencies are needed for this position?
Deep proficiency in a Customer Success platform like Gainsight or ChurnZero, or strong experience with marketing automation tools like HubSpot or Marketo is required, along with the ability to use data and analytics to prioritize initiatives.
Where is this Customer Success Manager role based?
The role is based in Mexico City.
What is the salary or compensation for this position?
This information is not specified in the job description.
What soft skills are important for success in this role?
Exceptional writing and verbal skills are required, with the ability to distill complex information, along with being highly analytical and tech-savvy.
Glia
Digital customer service solutions for banks
About Glia
Glia provides digital customer service solutions specifically designed for financial institutions like banks and credit unions. Their platform includes various tools such as messaging, video, voice, and CoBrowsing, which allows customer service agents to interact with a customer's web browser in real-time. This technology enables financial institutions to engage with customers across multiple digital channels, allowing seamless transitions between chat, video calls, and voice calls without losing context. Glia's goal is to enhance customer service efficiency and user experience, ultimately improving customer satisfaction and loyalty. Unlike competitors, Glia focuses on the financial services sector, offering a tailored service that helps institutions modernize their customer interactions and increase online loan applications. By providing these tools as a service, Glia aims to help financial institutions deliver personalized support and boost customer retention.
New York City, New YorkHeadquarters
2012Year Founded
$147.8MTotal Funding
SERIES_DCompany Stage
AI & Machine Learning, Financial ServicesIndustries
201-500Employees
Benefits
Stock Options
Professional Development Budget
Risks
Rapid AI adoption could lead to increased competition from new entrants.
Financial institutions may develop in-house digital customer service solutions.
Increasing regulatory scrutiny on AI and data privacy could raise compliance costs.
Differentiation
Glia's ChannelLess® architecture allows seamless transitions between communication channels.
Quality AnalystGPT provides real-time insights into customer needs and trends.
Glia's AI-driven solutions enhance customer experience and operational efficiency.
Upsides
Increased demand for AI-driven customer service in the financial sector.
Growing trend of integrating AI with customer service platforms.
Expansion of digital banking services boosts demand for Glia's solutions.
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