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Customer Success Manager

👋 Welcome to Glide!

At Glide we’re reimagining the banking experience for the modern world. Our embedded fintech platform empowers legacy financial institutions, like community banks and credit unions, to pioneer novel digital experiences for their customers.

You’ll be joining an all-star team with engineering, product, and growth experience from Stripe, Google, and Amazon. We’re looking for a talented Customer Success Manager to help us grow our product to hundreds of banks. We’re bringing a new perspective to the decades-old financial world, and we’re hoping you can help us do that!

Your Responsibilities:

  • Run customer implementations from kickoff to go-live, including requirements gathering, implementation calls, User Acceptance Testing meetings, and bug reporting

  • Work alongside sales team and founders to help close prospective customers

  • Oversee customer account management, including formal communications of product updates and roadmaps

  • Analyze customer data to ideate and recommend new features and enhancements

  • Maintain an accurate record of all customer interactions and transactions, reporting and escalating issues as needed

  • Identify and develop new business opportunities with existing clients

Need-to-Haves:

  • Customer-facing experience at an early-stage company

  • Strong understanding of SaaS business models and large-scale software implementation projects

  • Excellent communication and negotiation skills

  • Technical understanding of fintech products

  • Experience working with agile engineering and design teams

Nice-to-Haves:

  • Previous experience in a product or customer-facing role at a fintech or FinServ company

  • Experience with data analysis tools such as SQL

  • Familiarity with project management tools, customer success software and CRM systems

  • A collaborative, entrepreneurial spirit

Perks and Benefits:

💸 Competitive Compensation:

You’ll receive a competitive salary and a generous equity package for joining us at Glide.

❤️ Wellbeing Credits (for US employees)

Besides stellar health, dental, and vision insurance, we offer a generous health and wellness stipend, so you can stay healthy and active.

🥗 Lunch on us (for US employees)

We love food. Every member of the Glide team gets free lunch, every day. No one goes hungry around here :)

💻 Best Tools

We want you to be happy at work. You'll get a full equipment upgrade - from a top-of-the-line computer to your preference on keyboard, mouse, and accessories.

Any Questions?

Email: gautam@withglide.com

Average salary estimate

$85000 / YEARLY (est.)
min
max
$70000K
$100000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Success Manager, Glide

Hey there! If you're looking for an exciting opportunity, we at Glide are on the lookout for an amazing Customer Success Manager to join our dynamic team. At Glide, we’re transforming the banking experience for today’s world by helping financial institutions like community banks and credit unions innovate with our embedded fintech platform. As a Customer Success Manager, you will play a pivotal role in this journey, guiding our clients from the initial implementation all the way through to go-live. You'll collaborate closely with our talented sales team and other founders to attract and engage new customers while ensuring our existing clients are not just satisfied, but thrilled with our product. You’ll analyze data to propose new features and enhancements, manage account communications, and conduct User Acceptance Testing to ensure everything runs smoothly. We want someone with a strong customer-facing background in an early-stage environment, excellent communication skills, and a knack for understanding SaaS business models. Familiarity with fintech products and experience working with agile teams will be beneficial as we grow together, transforming the decades-old financial landscape. Plus, we take care of our team with competitive salaries, equity packages, and perks like health credits and free lunches. Come join us at Glide and be part of something revolutionary!

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Glide
What are the primary responsibilities of a Customer Success Manager at Glide?

As a Customer Success Manager at Glide, your primary responsibilities will include managing the end-to-end customer journey from implementation to go-live, collaborating with sales to attract new clients, and maintaining strong relationships with existing customers. You will analyze customer data to offer insights for product enhancements, oversee communication regarding updates and roadmaps, and ensure that all customer interactions are accurately recorded and issues escalated when needed.

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What qualifications do I need to be a Customer Success Manager at Glide?

To qualify for the Customer Success Manager role at Glide, you should have substantial customer-facing experience, ideally in an early-stage company. A strong understanding of SaaS business models, technical knowledge of fintech products, and excellent communication and negotiation skills are essential. Familiarity with data analysis tools and project management software is also a plus, as is experience in agile engineering environments.

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What skills are important for a Customer Success Manager at Glide?

Key skills for a Customer Success Manager at Glide include strong communication and negotiation abilities, technical understanding of fintech products, and analytical skills for interpreting customer data. Additionally, you should possess a nurturing attitude towards client relationships and a collaborative spirit to work alongside our sales and engineering teams effectively.

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What benefits can I expect as a Customer Success Manager at Glide?

As a Customer Success Manager at Glide, you can expect competitive compensation and a generous equity package. We offer wellbeing credits for health and wellness expenses, free lunches every day for our US employees, and the best tools and equipment to ensure you work comfortably and efficiently.

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How can I prepare for the Customer Success Manager role at Glide?

To prepare for the Customer Success Manager role at Glide, immerse yourself in understanding fintech products and the SaaS model. Brush up on your communication and negotiation skills, and become familiar with tools that aid data analysis and customer success management. Understanding Agile methodologies can also be beneficial to align with our engineering team.

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Common Interview Questions for Customer Success Manager
Can you describe your experience with customer-facing roles?

When answering this question, outline your relevant roles where you've worked directly with clients. Highlight specific projects or implementations you've managed and the successful outcomes. It's also effective to mention how you fostered customer relationships and addressed their needs.

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How do you approach managing customer expectations?

When discussing this, emphasize the importance of clear communication. Talk about how you set honest expectations from the beginning, provide regular updates, and quickly address any potential issues. Real-life examples will make your answer more impactful.

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What strategies do you use to ensure successful implementations?

Here, detail your methodical approach to managing implementations. Discuss the steps you take from kickoff to go-live, mentioning thorough requirements gathering, consistent communication with stakeholders, and how you handle any bumps along the way.

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How have you handled difficult customer interactions in the past?

When answering this question, share a specific challenging situation and how you addressed it. Focus on your problem-solving skills, empathy, and how you worked to restore trust and relationships with the customer.

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What tools do you use for customer engagement and management?

Discuss specific CRM systems, customer success software, or project management tools you have experience with. Highlight how you've leveraged these tools to enhance customer engagement and track interactions effectively.

Join Rise to see the full answer
How do you gather and interpret customer feedback?

Explain your process for collecting customer feedback through surveys, direct conversations, or data analysis. Discuss how you utilize this feedback to inform product changes or improve onboarding.

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Can you give an example of how you improved a customer’s experience?

Provide a detailed account of a situation where your initiative led to significant improvements for a customer. Focus on specific actions taken and the positive outcomes that resulted.

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How do you ensure alignment between customer success and sales?

Talk about your collaborative approach, providing examples of how you maintain communication with sales to ensure seamless transitions for new customers. You could mention regular meetings or shared tools that facilitate collaboration.

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What do you consider when analyzing customer data?

Describe the key metrics you focus on, such as usage rates, satisfaction scores, or churn rates. Discuss how you translate this data into actionable insights that drive product improvements or customer engagement strategies.

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Why do you want to work as a Customer Success Manager at Glide?

Express your passion for fintech and transforming customer experiences. Talk about what draws you to Glide specifically, such as its innovative approach and commitment to supporting community banks, and how your values align with the company’s mission.

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TEAM SIZE
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HQ LOCATION
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EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 15, 2025

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