Senior Strategic Customer Success Manager

Description:

Key responsibilities include nurturing strong, long-lasting relationships with C-level executives and key stakeholders within your assigned accounts, identifying opportunities for expansion and upsell, negotiating renewals and new contracts, and collaborating closely with professional services and product teams to ensure continuous value delivery and client satisfaction. You possess a deep understanding of enterprise-level success management strategies, a proficiency in exceeding retention and growth quotas, and the ability to articulate the value of technology solutions to diverse audiences. You can operate independently with strategic partners, driving alignment in complex, joint venture work involving new and innovative solutions. This role involves subject matter expertise and experience in technologies that align with Gloo’s platform capabilities, products, and services.

What You’ll Be Doing

Stakeholder Communication & Coordination
Serve as the primary point of contact for customers, ensuring clear, transparent communication.
Collaborate cross-functionally with engineering, professional services, and products to ensure seamless execution of services.
Act as client advocate, escalating and resolving issues quickly.

Account Planning & Strategy:
Develop and execute comprehensive account success plans for assigned enterprise clients, identifying opportunities for growth, renewal, and deeper solution adoption.
Conduct in-depth analysis of client business strategies, industry trends, and technology roadmaps to proactively identify new opportunities for Gloo platform solutions and managed services.
Identify and cultivate key stakeholders and decision-makers within existing accounts to strengthen relationships and expand influence.

Relationship Management & Client Advocacy:
Build and maintain strong, long-lasting relationships with key contacts across all levels of the client organization, from technical teams to C-level executives.
Act as a trusted advisor and primary point of contact, ensuring client satisfaction and proactively addressing any concerns or issues.
Champion client needs internally, collaborating with relevant departments to ensure high service quality and successful solution adoption.

Expansion & Retention:
Identify opportunities for upsell and cross-sell of additional Gloo platform features, services, and managed solutions within existing accounts.
Lead renewal efforts for existing contracts, ensuring high retention rates and favorable terms.
Present new solutions and value propositions tailored to the client's evolving needs and business objectives.

Solution Alignment & Value Realization:
Collaborate with the customer success, professional services, and product teams to ensure clients are fully leveraging Gloo platform and managed service solutions to achieve their desired outcomes.
Prepare and deliver compelling presentations, proposals, and business reviews demonstrating the ongoing value and ROI of Gloo's solutions.
Assist in the development of responses to RFPs (Requests for Proposals) and RFQs (Requests for Quotation) for expansion opportunities.

Reporting & Business Reviews
Provide clients with regular updates on performance, new offerings, and strategic value delivered.
Conduct quarterly and annual business reviews with clients to reinforce ROI and surface growth opportunities.
Maintain accurate forecasts, account health metrics, and pipeline updates in CRM.

Contract Negotiation & Management:
Lead and manage contract negotiations for renewals and new solution agreements within existing accounts.
Negotiate complex terms, pricing, and service level agreements to achieve mutually beneficial outcomes and meet revenue targets.
Ensure all contractual agreements align with legal and company guidelines.

Renewal and Upsell Pipeline Management & Reporting:
Maintain an accurate and up-to-date account pipeline using CRM software (currently HubSpot).
Regularly forecast renewals and expansion revenue, track key performance indicators (KPIs), and report on account health and growth activities.
Analyze account data to identify trends, areas for improvement, and opportunities for strategic engagement.

Cross-functional Collaboration:
Work closely with the entire sales team, customer success, product, and technical teams to ensure seamless client experience and consistent messaging.
Collaborate with trust, legal, and rev ops to ensure smooth operations and long-term client satisfaction.
Provide market feedback and insights from existing clients to product development teams to help refine and evolve service offerings.

Continuous Learning & Industry Expertise:
Stay current with industry trends, technological advancements, and competitive landscapes in SaaS, AI, and managed services relevant to existing clients.
Continuously enhance knowledge of the company's product portfolio and service capabilities.
What We’re Looking For

Bachelor's Degree in Business Administration, Marketing, Sales, Information Technology, or a related field. Master's Degree (MBA) preferred or relevant postgraduate qualifications.
5+ years of demonstrated success in an Account Management or senior Sales role within the SaaS and/or managed services industry, specifically with existing enterprise clients.
Proven track record of consistently exceeding revenue retention and expansion quotas.
Experience navigating complex client relationships, selling to C-level executives and diverse stakeholders in large enterprises.
Experience with account planning, forecasting, and driving customer success initiatives.
Proficiency in using CRM software (e.g., Salesforce, HubSpot) for account management, forecasting, and reporting.
Experience with a variety of software tools – we use, but are not limited to: Hubspot, Slack, Wrike, Asana, Google Suite, Lucid, Figma, MicroSoft Office Suite
Proven track record with and understanding of the faith-based enterprise non-profit sector is a plus.
Ability to travel 20-40% of the time