About the role

The Customer Success Manager is responsible for driving customer adoption, business impact, retention, and growth across assigned customer accounts. This role serves as a trusted advisor to customers, leads strategic customer initiatives, and collaborates across functions to maximize customer outcomes, strengthen relationships, and support long-term business success.

What you'll do

Customer Success & Relationship Management

• Build and maintain trusted advisor relationships with assigned customer accounts, driving adoption, engagement, and long-term customer success.
• Act as a customer advocate, providing strategic guidance and sharing customer insights to support continuous improvement of products, services, and processes.
• Conduct regular business reviews with customer stakeholders, focusing on outcomes, success metrics, and future opportunities.

Retention, Growth & Business Impact

• Drive customer retention, renewals, and expansion opportunities across assigned accounts.
• Identify opportunities to increase utilization, improve outcomes, and deliver additional value through Glooko solutions.
• Analyze customer data, usage patterns, and performance metrics to identify trends, risks, and opportunities for growth.

Program Management & Cross-functional Collaboration

• Lead customer programs and initiatives that support onboarding, implementation success, adoption, and long-term engagement.
• Collaborate with Sales, Product, Support, Data Science, Legal, and other stakeholders to achieve customer and business objectives.
• Contribute to the development and sharing of customer success best practices across the organization.

Qualifications

• Bachelor’s Degree or similar/ relevant experience.
• Strong customer relationship management and stakeholder engagement skills.
• Excellent project management, organizational, and communication skills, including negotiation and presentation abilities.
• Strong analytical, problem-solving, and critical-thinking capabilities.
• Personable, with an attitude focused on customers and an ability to empathize with what they experience
• Effective communicator - excellent written and verbal communication skills
• Highly organized and detail-oriented that leads to the ability to present and train others on products, processes and systems
• Action-oriented and thrives in an environment that requires strong problem-solving skills,
• independent self-direction, and timely execution
• Collaborative, learning mindset, constantly seeking improvement. Eager to grow and share
• knowledge with the team and company
• At least three (3) years of experience as an account manager or similar type role, experience within healthcare preferred
• Ability to travel as required.

About Glooko

Glooko is a global digital health company on a mission to simplify diabetes and glycemic management across the care continuum. Our work connects people with diabetes, healthcare providers and diabetes devices through technology that makes diabetes care easier, more connected and more actionable.

At Glooko, we bring together people who are passionate about improving healthcare through innovation, collaboration and purpose-driven work. Our teams are building solutions that help clinicians streamline workflows, centralize diabetes data, support more informed decisions and improve care across outpatient and inpatient settings. At Glooko, employees have the opportunity to contribute to meaningful work that supports patients, providers and care teams around the world.