As a Customer Success Executive at Glean, you’ll join a dynamic and collaborative team who support our institutional buyers, predominantly colleges and universities in North America and the UK. As a member of the team, you will work to drive revenue retention and customer engagement. 

You will work with a portfolio of accounts, representing just under £500k in annual recurring revenue (ARR). Taking a data-driven approach will be vital to supporting these accounts, allowing you to step in as required at various touch points from onboarding to renewal. You will also be responsible for delivering one-to-many support initiatives, like training webinars and email campaigns, in order to help customers overcome challenges and have success with our solution.

We’re looking for someone who is highly proactive and keen to bring their own ideas for how we can continue to optimise for efficiency whilst delivering excellent customer experiences. Any background in managing online customer communities, while not essential, is a definite plus!

Another important aspect of the role is to represent the voice of your customers within the business, passing on their feedback and making sure our product and service continues to meet their needs. 

Responsibilities

Customer Engagement 

• Deliver a variety of webinars to guide customers on how to successfully implement our personal study tool for their students.
• Reach out to contacts to deliver support and training.
• Maintain an accurate record of customer contact details and provide onboarding to new customer contacts.
• Work on email campaigns to promote successful customer behaviours.
• Develop and demonstrate an excellent understanding of our product and customer base.
• Represent the voice of the customer by capturing feedback and sharing your insights with other areas of the business on what our customers need to be successful. 

Customer Growth and Retention 

• Manage and monitor customer health to highlight any potential issues, engaging with customers to remove blockers so that they can achieve their goals. 
• Improve customer engagement amongst your portfolio of accounts.
• Identify Glean advocates and nurture opportunities for testimonials or case studies. 
• Work with the rest of the Customer Success team to resolve any problems and maintain customer satisfaction. 
• Ensure timely renewal of subscriptions amongst your portfolio. 
• Collaborate with the wider commercial teams including sales and marketing to identify opportunities for customer growth. 

Requirements 

You are a proactive and highly-engaged individual who is seeking to grow and develop their skills as part of our collaborative and ambitious team. Whilst our team is established, this is a new role within the team that we have hired, so you will have the opportunity to help shape it. 

You will be an individual that already has some experience working with customers, managing relationships, or providing training. 

You are organised, with excellent written and verbal communication skills, and are happy both using your initiative to work independently as well as collaborating with a team. 

Confidence in speaking with customers over the phone and delivering online presentations and webinars is a must.

Experience that would be lovely to have but not essential:

• Have worked in higher education 
• Have worked in a SaaS (software as a service) technology business
• Have managed customer forums or communities
• Have worked in a Customer Success / Customer Support / Account Management / Technical Account Management / Implementation role 

Salary and Benefits 

£28,000 - £33,000 depending on experience 

• 33 days annual leave + 3 gifted days at Christmas 
• Generous individual learning and training allowance 
• Truly flexible hours to suit when you work best 
• Full home working set up and beautiful collaborative office space 
• Nomad working policy with family travel insurance 
• Enhanced 26 weeks maternity and 4 weeks paternity (fully paid)
• Health cash plan (from glasses to massages) 
• 6% employer pension contribution