Customer Success Manager

GLOBO’s Customer Account Management Team is tasked with providing a legendary customer experience and ensuring customers achieve their desired outcomes and derive value from GLOBO’s solutions.

We are looking for a passionate Customer Success Manager (CSM) with proven relationship building and project management skills to join the team. The CSM will build deep, multi‑threaded relationships, and use proactive data insights and an understanding of GLOBO’s products and services to improve language access and maximize customer retention and growth.

• Serve as the point of contact for a portfolio of customers.
• Build and maintain deep, multi‑threaded long‑term relationships with key language access stakeholders across all levels of the organization, including executive leadership.
• Proactively monitor customer health and utilization data, delivering training, advising on best practices, workflows, and configuration options to drive product adoption and maximize usage and value realization.

• Understand, measure, and report on customer business goals and key performance indicators (KPIs), ensuring customers achieve their desired outcomes and continually recognize the value of GLOBO’s solutions.
• Lead Quarterly Business Reviews, Annual Reviews, and ad hoc customer meetings.
• Develop comprehensive account plans and lead the execution of the account strategy.
• Maintain internal CRM (Hubspot) to monitor customer health, proactively identify "at‑risk" accounts, and lead the execution of prescriptive interventions that ensure high satisfaction and retention.
• Own the contract renewal process for assigned accounts, including proactive risk mitigation, negotiating terms, and securing on‑time renewal commitments.
• Actively identify and develop opportunities to expand GLOBO’s service offerings for upsell/cross‑sell and provide additional value to clients.

• Act as the internal voice of the customer, advocating for their priorities, gathering product and service feedback, and partnering with customer stakeholders to resolve challenges and drive value realization.
• Partner cross‑functionally with Sales, Marketing, Product & Engineering, Customer Support, Implementation, Operations and Finance to ensure customer satisfaction.

• A Bachelor’s degree or equivalent.
• 5+ years of experience in a customer‑facing role (post‑sales account management, customer success, or comparable experience) within healthcare technology/operations.
• Excellent verbal and written communication skills.
• Excellent time management and project management skills.
• Demonstrated experience navigating complex contract negotiations.
• Experience managing customer life cycles within a CRM (Hubspot preferred) and proficiency in remote collaboration tools.
• High level of initiative, accountability, and follow‑through.
• Ability to manage multiple initiatives and projects and prioritize needs.
• Strong sense of service and passion for health equity and GLOBO’s mission of "Helping people communicate when it matters most".
• Possession of a valid Driver’s License and a clean driving record. Ability to manage independent transportation to various client sites and regional travel hubs.
• Authorized to legally work for any employer in the United States.
• Willingness to submit to any requested background checks.

• An understanding of the language access industry, regulatory requirements, and common workflows.
• Prior experience at a high growth company in a decentralized environment.
• Experience with Google Docs and Apple/Mac Operating System.

25 - 30% domestic travel requirement for on‑site client visits and industry events.

• Drive Results—Takes accountability for individual outcomes - good or bad. Prioritizes work to support Company rocks.
• Communicate Effectively - Asks questions to ensure understanding. Listens with intent to understand.
• Developing Self and Others - Expands self‑awareness and is open to feedback. Takes ownership/Seek opportunities of learning, career growth, and…