Senior Strategic Customer Success Manager

Senior Strategic Customer Success Manager

Join Gloo as a Senior Strategic Customer Success Manager to help shape technology that serves the faith ecosystem.

We are a mission-driven organization guided by four core principles.

• Shape Technology for Good:
  Empowering leaders with value‑aligned solutions.
• Serve Those Who Serve:
  Supporting pastors, donors, network leaders, and content creators.
• Release Collective Strength:
  Connecting the diverse faith ecosystem.
• Enable Ecosystem Trust:
  Fostering transparency and collaboration.

As a Senior Strategic Customer Success Manager at Gloo you will own revenue growth and client success across enterprise accounts, ensuring deep relationships, upsell opportunities, and contract renewals.

• Stakeholder Communication & Coordination
  • Primary customer point of contact; ensure clear, transparent communication.
  • Collaborate cross‑functionally with engineering, professional services, and product teams.
  • Escalate and resolve issues quickly.
• Account Planning & Strategy
  • Develop account success plans; identify growth, renewal, and solution adoption opportunities.
  • Analyze client business strategies and industry trends.
  • Build influence among key decision‑makers.
• Relationship Management & Client Advocacy
  • Maintain strong relationships across all levels of the client organization.
  • Act as trusted advisor; proactively address concerns.
  • Champion client needs internally to secure high service quality.
• Expansion & Retention
  • Identify upsell and cross‑sell opportunities for Gloo platform features.
  • Lead renewal efforts and secure favorable terms.
  • Present tailored value propositions.
• Solution Alignment & Value Realization
  • Ensure clients fully leverage Gloo platform and services.
  • Deliver compelling proposals and business reviews demonstrating ROI.
  • Assist in RFP and RFQ responses for expansion.
• Reporting & Business Reviews
  • Provide regular performance updates to clients.
  • Conduct quarterly and annual business reviews.
  • Maintain forecasts, health metrics, and pipeline in CRM.
• Contract Negotiation & Management
  • Lead contract negotiations for renewals and new agreements.
  • Negotiate complex terms and pricing.
  • Ensure compliance with legal guidelines.
• Renewal & Upsell Pipeline Management
  • Maintain accurate, up‑to‑date pipeline using Hub Spot.
  • Forecast renewals, track KPIs, and report growth activities.
  • Analyze data to uncover trends and strategic opportunities.
• Cross‑Functional Collaboration
  • Collaborate with sales, customer success, product, and technical teams.
  • Coordinate with trust, legal, and rev ops teams.
  • Feed market insights to product development.
• Continuous Learning & Industry Expertise
  • Stay abreast of SaaS, AI, and managed services trends.
  • Deepen knowledge of Gloo’s portfolio and services.

• Bachelor’s Degree in Business Administration, Marketing, Sales, IT, or related field; MBA preferred.
• 5+ years in Account Management or senior Sales within SaaS / managed services, targeting enterprise clients.
• Consistently exceeded revenue retention and expansion quotas.
• Expertise in navigating complex client relationships and selling to C‑level executives.
• Experience with account planning, forecasting, and customer success initiatives.
• Proficiency in CRM software (Salesforce, Hub Spot) for management and reporting.
• Comfortable with tools such as Hub Spot, Slack, Wrike, Asana, Google Suite, Lucid, Figma, Microsoft Office.
• Knowledge of faith‑based enterprise non‑profit sector a plus.
• Willingness to travel 20‑40% of the time.

Hybrid in Oklahoma City

Compensation: $150,000 – $170,000

• Competitive compensation and discretionary performance bonus commensurate with experience.
• Flexible PTO policy and state‑compliant sick leave.
• Medical, Dental, and Vision plans with up to 90% coverage for employees.
• Generous employer HSA contributions for HDHP elections.
• Employer‑sponsored 401(k) with 2% match.
• Learning & Development stipend after 6 months of employment.
• Paid parental leave.
• Dynamic, talented team dedicated to changing the world.
• Onsite and virtual social events for hybrid collaboration.

Applicants must be currently authorized to work in the United States on a full‑time basis. Gloo considers U.S. citizens, permanent residents, and individuals eligible for H‑1B transfer or petition (we are unable to sponsor new H‑1B visas).

Gloo is committed to providing an inclusive and accessible experience for all candidates. If you require a reasonable accommodation during the application or interview process, please contact us at recruiting.

Job is posted until filled.