Customer Experience Manager

Glimpse•New York, NY

6d•Onsite

About The Position

As a Customer Experience Manager at Glimpse, you own the success of our mid-market and enterprise customers. That means getting hands-on: project managing internal stakeholders to unblock data integrations, coordinating with customers to gather the materials needed for our disputing agents, and doing whatever it takes to make each customer successful on the platform. You'll also be constantly improving the customer experience - identifying what's manual, what's breaking, and what should work better. This is an IC role that rewards people who thrive in ambiguity, move fast, and take pride in turning messy operational problems into clean solutions.

Requirements

Strong bias to action. You see a problem and move. You don't wait for a perfect playbook, you write one.
Operational and technical fluency. You're comfortable navigating complex products, data flows, and integrations, and you can troubleshoot without escalating everything.
Strong communication and customer presence. You write clearly, handle tough conversations with grace, and can hold a room whether you're talking to a CFO or an accountant.
2–4 years in a high-slope field: consulting, banking, early-stage startups, or customer success at a finance/operations-heavy tech company
Direct experience working with customers, ideally in enterprise or complex B2B environments
High agency: you've operated in ambiguous, fast-moving environments and figured things out without a manual

Nice To Haves

Exposure to AI workflow products, finance, accounting, or CPG software
Experience at an early-stage tech company where the environment was constantly evolving

Responsibilities

Own the post-sale experience for MM and enterprise customers, driving fast time-to-value and keeping customers active, healthy, and seeing results
Project manage complex, multi-stakeholder onboardings, coordinating across internal teams and customer contacts to resolve data integration bottlenecks
Proactively reach out to customers to gather context and materials needed to run disputing workflows effectively
Monitor customer health and adoption, surface risks early, and intervene before they become issues
Own inbound support and escalations, responding with speed and clarity and knowing when to pull in other teams
Identify manual components of the role and build systems to automate or streamline them over time
Translate customer feedback into clear product input and serve as the voice of the customer with our engineering and product teams
Partner with Account Managers on renewal and expansion conversations using adoption and health data