At a Glance
- Tasks: Manage enterprise customer portfolios and ensure they achieve value from Glassbox's solutions.
- Company: Join Glassbox, a leader in digital experience analytics, recognised as a top software company.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Work in a dynamic environment that values curiosity and diverse perspectives.
- Why this job: Make a real impact by optimising digital experiences for major brands.
- Qualifications: 5+ years in Customer Success with enterprise SaaS; strong analytical and communication skills.
The predicted salary is between 60000 - 75000 £ per year.
Glassbox's mission is to empower enterprises to shape trusted, frictionless digital experiences. Glassbox is a leading force in shaping digital experiences. It helps organizations uncover digital issues, boost conversion rates, enhance accessibility, prevent fraud, and more. Leveraging AI-driven customer intelligence, Glassbox enables enterprises to deliver secure, proactive, and preventative digital experiences. Its solutions are trusted by highly regulated organizations, including SoFi, Cal, and many others. We are growing and have been recognized by G2 as one of 2024's Top 50 Software Companies in the world.
The Opportunity
Glassbox is seeking an experienced Customer Success Manager to support a robust portfolio of our Enterprise customers, mostly based in North America with ARR typically ranging from $100K to $500k. 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 UX optimization insights through the Glassbox platform, to improve the digital experiences their end users depend on and deepen adoption across their organizations. You will be focusing on maximizing product adoption, retention, and value realization through a modern, tech-touch approach, utilizing customer success technology and automated playbooks to ensure consistent, high-impact engagement across your entire book of business.
You will partner closely with the Account Managers, providing them with visibility into achieved value, and potential future use cases to support commercial renewals and expansion conversations.
The ideal candidate brings a blend of portfolio management discipline, digital analytics interest, and a passion for building scalable customer journeys. You are energized by efficiency, love using technology to solve problems at scale, and know how to make many accounts feel uniquely supported. 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.
What You Will Do?
- Manage a portfolio of 30-40 enterprise customers, ensuring they achieve meaningful value from Glassbox.
- Utilize Customer Success platforms to build and execute automated email playbooks, in-app triggers, and digital touchpoints that ensure consistent communication.
- 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.
- Lead scaled adoption initiatives, such as 1-to-many workshops, product webinars, and automated onboarding sequences to drive enterprise-wide utilization.
- 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.
What You Will Need?
- 5+ years of experience in Customer Success for enterprise SaaS solutions.
- Experience successfully managing a high-volume portfolio of accounts (30+ accounts preferred).
- 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 enterprise accounts with ARR typically ranging from $100 to $500K.
- Ability to lead executive conversations and present insights to C-suite and VP-level stakeholders.
- Proficiency with modern Customer Success tooling and automation workflows (e.g., Gainsight, Salesforce).
- Demonstrated skill in analyzing data and translating into business recommendations.
- Experience partnering closely with Account Manager to drive renewal readiness.
- Strong project and time management skills with 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.
- Ability to work during most of North American East Coast working hours.
Preferred
- You build trusted, executive-level relationships and communicate confidently with senior stakeholders.
- You think like a consultant and translate complex insights into clear, actionable business recommendations.
- You manage enterprise accounts with discipline, structure, and strong follow-through.
- You can quickly understand customer goals and connect Glassbox capabilities to measurable outcomes.
- You are proactive in identifying opportunities, risks, and insights before customers ask for them.
- You are highly organized and manage multiple workstreams across many enterprise accounts.
- You enjoy solving problems and can navigate ambiguity in complex customer environments.
- You collaborate effectively with Account Managers, Support, Product, and Consulting teams.
- You are comfortable engaging with data and using analytics to tell a compelling story.
- You thrive in fast-paced, high-growth environments and adapt quickly to evolving priorities.
- You demonstrate curiosity, humility, and a continuous improvement mindset.
At Glassbox, we value curiosity, ownership, and a constant drive to learn and improve, no matter the gender, nationality, religion, or background. We believe diverse perspectives make us better, and that potential matters just as much as experience, and encourage people of all shapes and sizes to apply.
Enterprise Customer Success Manager in London employer: Glassbox Ltd
Glassbox is an exceptional employer that champions a culture of curiosity, ownership, and continuous improvement, making it an ideal place for professionals seeking to make a meaningful impact in the digital experience landscape. With a focus on employee growth and development, Glassbox offers robust training opportunities and encourages collaboration across teams, ensuring that every voice is heard and valued. Located in the UK, you will be part of a dynamic team recognised as one of the top software companies globally, where your contributions directly influence the success of leading enterprises.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Glassbox Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Glassbox Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Enterprise Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Glassbox Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Glassbox Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Glassbox Ltd!
How to prepare for a job interview at Glassbox Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
