Customer Engagement Manager
Gloo was founded as a mission-driven organization with the goal to release the passion in every person to Champion the growth of another so they can be all they were born to be.
Today, organizations of all sizes in the addiction recovery and faith space use Gloo’s products to become more informed, better connected, and fully equipped to overcome their greatest challenges and achieve powerful outcomes, helping people progress through their personal growth journeys.
By building a common platform, we are creating a shared infrastructure that removes friction, promotes collaboration, and equips leaders with the right tools to galvanize personal growth and change lives. We are a fast-moving and passionate team that is looking for more talented professionals who are driven to make a positive impact.
The Opportunity:
The Customer Engagement Manager at Gloo ensures that the right customers are getting the right message, through the right channels at the right time. This creative leader believes that every touchpoint with customers is a chance to make their experience remarkable. As the Customer Engagement Manager, you will develop and execute engagement strategies and write top performing communication. You will educate and inspire customers to take action that will help them become successful. The ultimate goal is to build an active and loyal customer base. The ideal candidate will have a solid understanding of customer communication, growth marketing, building brand awareness, and have a track record of strong cross-functional coordination. They should also possess exceptional communication skills.
The Team:
The Member Experience Team:Our team is passionate about solving real problems for customers who are making a difference in the lives of individuals and in their communities. We are customer focused and are committed to quality work that helps our customers achieve results. Our team culture is important to us, and we promote the values of ownership and ingenuity as well as collaboration, a strong work ethic and personal development.
What You'll Be Doing:
- Lead the development and execution of communication and nurture strategies that educate and inspire customers to take action and results in adoption and retention
- Develop, execute, measure and improve strategies to engage customers across all channels, including email, newsletters and events
- Deliver regular product updates, event promotion and customer education
- Lead the development of customer messaging guidelines and strengthen the Gloo voice across all channels, including product
- Capture and publish customer stories
- Proactively track customer engagement and adoption success for the purpose of renewal, contract expansion and revenue growth
- Manage the centralized Customer Success Managers
- Provide requirements for systems and metrics that support your area of the business
- Create and manage customer loyalty program(s)
- Drive customer retention, reduce churn, and increase customer satisfaction
What We're Looking For:
- A BA/BS degree or equivalent practical experience
- 5+ years professional experience
- 3+ years working in product marketing, growth or lifecycle marketing, or similar go-to-market experience
- Previous background in B2B marketing, preferably with experience in either consumer apps or technologies
- Strong quantitative analytical ability and excellent written and oral communication skills
- Comfort in a fast-paced, entrepreneurial environment
- The ability to set the pace and drive toward execution and results
- Genuine interest in and curiosity in helping customers succeed
Our Team Members Enjoy:
- Compensation and bonus commensurate with experience
- Plenty of time off to keep you balanced
- Medical with HSA contribution
- A dynamic, talented team, dedicated to changing the world and building an incredible business
- Fresh fruit, snacks, coffee and sodas
- Onsite and virtual social events to keep us connected in our Hybrid work environment
- Beautiful office space in downtown Boulder on Pearl Street, steps from coffee shops and blocks from hiking trails
Compensation: $75,000 - $110,000
Applications welcomed from those who are US Citizens or hold a Green Card.