Senior Customer Success Manager | NRR Warriors ONLY | Scaling B2B AI SaaS | YC-Backed

Role: Senior Customer Success Manager | NRR Warriors ONLY | Scaling B2B AI SaaS | YC-BackedLocation: Based in India, work remotely.Glowing is looking to hire a customer success and expansion warrior, a Senior Customer Success Manager, to grow a book of business by retaining, expanding, and delighting customers. You will be expected to manage a portfolio of 5-10 globally-admired, luxury brands, primarily hotel and hospitality accounts, with 10-30 global locations each. This is a remote position in India with occasional on-site travel to clients primarily across APAC and EMEA. The role will report directly to the Founder and CEO, Jasen Lew.We want everyone who uses any solution of ours — up and down the client's organizational structure — to be glowing (pun intended). Will you help us get there?Our Product and Our TeamWith our early access to leading AI models and technologies, we are able to build and deliver the leading GenAI-enabled, SAAS customer expansion platform for our clients, who are globally-admired luxury brands. Our clients use Glowing to deliver world-class service for and drive additional revenue from their guests and customers.Our team, our tribe. We are a lean team of warriors distributed across the globe, including from the USA, Brazil, India and Singapore. We are GenAI-enabled, fast, reliable, succinct, flexible, assertive, goals-driven, problem-solving, competent, trust-worthy owners - who know how to work remotely with international customers and each other. We each work on what s/he is most strong at and that which moves the business towards its goals.What to ExpectFirst Week: You will learn about Glowing's mission and vision, seek to understand our existing customer success processes, and get to know members of our global team.First Month: You will learn how to speak to the value of and train customers on Glowing's platform. Working alongside the Director of Client Outcomes, you will begin to work with initial core client brands (CCBs), including one or more high-profile proof of concepts (POCs) that are using Glowing in 1-10 locations and have the potential for a much larger rollout (20+ locations). You will directly manage and serve as a mentor to one (1) Customer Success Manager.First Six Months: You will meet the success criteria of at least one POC to successfully secure and draw forward the timeline on subsequent rollouts. You will secure references from well-known brands to their sister and/or regional brands.First Year: You will meet or exceed a gross revenue retention (GRR) and expansion target for your portfolio. You will build scalable and repeatable customer journey processes while living into our motto to "stay personal."About YouYou have 5+ years experience as a senior to principal customer success manager and/or customer success team lead for mid-market to enterprise customers at a SaaS platform, including extensive experience with customer success platformsYou can onboard customers and deliver value on proofs of concept to secure larger rolloutsYou know how to curate a customer journey and work to serve as a strategic advisor to uncover and deliver on your client's desired business outcomesYou take pride in developing relationships and driving action across various stakeholder personas and levels (e.g., corporate and regional locations, champion and decision-maker)You demonstrate a deep commitment to end users' success on the platformYou are able to identify and act on expansion opportunities ranging from YoY upsells to cross-sells of new product lines (e.g., AI add-on)You are able to prioritize accounts based on perceived risk, potential growth, strategic value and renewal timeline amongst other factorsYou lead compelling, strategy-focused quarterly business reviews (QBRs)You are an especially competitive candidate if you have experience working in luxury hospitality and/or working with globally-admired brandsYou are highly proficient in integrating GenAI tools into your workflow, enhancing productivity and adding significant value to both you and your teamWe are committed to your professional growth and offer pathways for career advancement, including potential promotions, mentorship from senior leaders, and opportunities to take on larger portfolios or leadership roles as the company scalesYou want to work in a hybrid environment (90% remote, 10% in-person) where work travel to visit clients is an occasional expectationYou are able to work regularly +/- 3 hours of Hong Kong Standard Time, and occasionally outside that timeframe as clients needAbout UsFounded in Silicon Valley, Glowing is a scaling, Generative AI SaaS startup (100%+ YOY growth) providing the leading unified, intelligent messaging platform for globally-admired, luxury brands. We are a growing, revenue-generating, YCombinator-funded SaaS startup where top-performers find their purpose.Total Rewards PackageOn target earnings: $32,000 (70% base / 30% variable) - $42,000 (70% base / 30% variable)Plus, generous stock options, learning stipend and opportunity to travel globallyReferral Bonus: We offer a referral bonus program to incentivize and reward you for recommending top talent from your network. This program underscores our commitment to building a strong, high-performing team.Application InstructionsTo apply, send your resume to cs at glowing.io. Qualified candidates will be contacted within 72 hours of submission for next steps. PRB