Customer Success Manager (Remote)

Position Summary

The Customer Experience Manager (CEM) will play a crucial role in managing and enhancing the post-survey journey of clients, particularly within smaller client segments. This role focuses on ensuring client satisfaction, retention, and maximizing the value they receive from Great Place to Work®’s offerings. By collaborating with account managers and working directly with clients, the CEM will drive platform adoption and ensure a seamless client experience from survey completion through the duration of their subscription. The ideal candidate will have a robust background in customer success, client relationship management, and customer service. They should excel in creating meaningful client engagements, identifying customer needs, and strategically supporting them to ensure long-term partnership success. Fluency in English and Arabic is preferred to support our diverse client base.

The Role

As a Customer Experience Manager, you will be responsible for overseeing client relationships and ensuring they maximize their partnership with Great Place to Work®. This includes onboarding clients, facilitating their use of Emprising (our employee experiences survey and culture management platform), and promoting engagement with our research, events, and recognition programs. You will act as a key point of contact, guiding clients through survey setup, platform optimization, and providing ongoing support to ensure overall satisfaction. In this role, you will nurture client relationships, support their business goals, and encourage further participation in Great Place to Work®’s services. Additionally, you will gather feedback to identify areas of improvement and collaborate with internal teams to enhance the overall client experience.

Key Responsibilities

· Serve as a Trusted Advisor, demonstrating the value and opportunities Great Place to Work® offers through its services and products.

· Own and manage a portfolio of high-touch accounts, including onboarding, training, advising, and regular check-ins to ensure platform adoption and client satisfaction.

· Understand clients’ needs and objectives to align Emprising’s capabilities with their business goals and maximize the value of the Great Place to Work® partnership.

· Actively monitor client satisfaction, listen for feedback, and escalate concerns or areas of improvement to internal teams for continuous learning and development.

·Provide expertise in survey design, data analysis, and best practices to ensure clients leverage actionable insights from their survey results.

·Proactively communicate product changes, updates, bug fixes, and relevant GPTW events, research, or recognition programs to clients.

·Identify and elevate opportunities for upselling and cross-selling, collaborating with Account Managers to expand client partnerships.

· Foster strong relationships with key internal stakeholders, including the global head office, affiliates, and Middle East team members.

· Monitor and execute updates in Teams channels relevant to Global Emprising Services Partners, ensuring that the GPTW ME Team is informed of important changes.

· Ensure timely and clear communication with clients, affiliates, colleagues, and other stakeholders, addressing all inquiries and issues promptly and professionally.

· Be prepared for occasional after-hours/on-call work and travel for client meetings or events.

· Align with AM’s on client retention “Collaborate closely with Account Managers to develop and implement strategies that enhance client retention. Provide support to the team in executing tailored plans designed to improve customer retention, ensuring long-term loyalty and success.”

Experience Requirements

· Education/Formal Training: BA or BS degree required.

· Experience: Minimum of 4 Years in Customer Success, with proven growth in a start-up or similar environment preferred.

· Skills: Strong client relationship-building skills, especially in virtual settings; demonstrated ability to manage conflicts, meet deadlines, and handle multiple tasks/projects simultaneously; experience with project management across teams and work streams; ability to work independently and within a virtual team.

· Technical Proficiency: Proficient in data analysis using Excel; familiarity with ZOHO or similar CRM systems, with a willingness to learn new tools and applications.

· Communication: Excellent written and verbal communication skills.

Ideal Candidate Attributes

· Passionate about Great Place to Work®’s mission and values.

· Strong problem-solving skills, especially when working with clients to overcome challenges.

· Highly responsible, self-driven, and comfortable working in ambiguous situations.

· A strategic thinker who can also execute with precision.

· Creative mindset with an aptitude for design thinking to test, iterate, and implement new ideas.

· Skilled in building strong relationships with clients and cross-functional teams.