Customer Success Manager (Contract)

At Glowforge, we're in the business of transformation – not just transforming materials like wood, leather, and acrylic into unique creations with our laser printers, but transforming the way people see and interact with the world around them. Every Glowforge product is a doorway to a world of creativity and imagination, offering our customers the chance to bring their most ambitious ideas to life.Your role as a Customer Success Manager is central to our mission. You're not just a team member - you are the bridge between our aspirations and our customers' satisfaction. Without you, our vision remains unrealized. You are the architect of customer loyalty, turning every challenge into an opportunity for connection and every customer interaction into a story of success.

Why we need you

Glowforge is more than a product; it's a promise of possibility. But a promise is only as powerful as the trust it inspires, and that's where you come in. In a world clamoring for connection, you ensure that every customer feels heard, valued, and understood. You are not merely addressing concerns; you are fostering a community built on the mutual joy of creation.Your empathy, insight, and dedication turn potential endings into new beginnings. Without you, the thread that ties us to our customers weakens, and the stories of creation, innovation, and inspiration that define us go untold. Your role is not just about retention; it's about reaffirming our commitment to our customers at every opportunity.

Here’s what you’ll be doing

You hold the key to nurturing our relationship with customers, transforming moments of doubt into reaffirmations of trust. You will

• Engage directly with customers to understand their needs, concerns, and aspirations, turning every interaction into a stepping stone towards deeper loyalty.

• Analyze patterns in customer behavior to preemptively address potential issues and propose creative, personalized solutions that exceed expectations.

• Champion the voice of the customer within Glowforge, ensuring that their feedback drives continuous improvement across our products and services.

• Craft bespoke retention strategies that not only prevent churn but transform satisfied customers into passionate advocates for Glowforge.Work closely with cross-functional teams to implement initiatives that enhance the customer experience, ensuring Glowforge remains synonymous with creativity, quality, and care.Going the extra mile to make things easier for customers.

You need these qualifications

• Demonstrable sales ability, including a strong track record of persuading customers to maintain and enhance their relationship with products or services.

• Proven experience in nurturing and growing customer relationships, especially in challenging or high-stake contexts.Exceptional communication skills that allow you to connect with empathy, articulate complex solutions with simplicity, and inspire confidence in every interaction.

• Strong analytical abilities, able to identify trends in customer behavior and translate those insights into actionable strategies.

• A collaborative mindset, comfortable working across teams to implement solutions that enhance the overall customer experience.

• Deeply committed to personal excellence and self-improvement, with a relentless focus on learning and growth.

• At least five years of combined experience in sales and customer service environments are required.

It would be nice if

• You have experience in a tech environment, especially within a company that harmoniously blends hardware and software solutions.

• You are a maker yourself, with a personal passion for creativity and an understanding of the joys and challenges that come with bringing ideas to life.

• You've navigated the waters of a fast-growing startup, understanding how to adapt and thrive amidst rapid change and scaling challenges.

• Your unique blend of sales skills, empathy, and customer advocacy will play a pivotal role in our continued success. If you're ready to be part of a team that values your contributions and helps you grow, we'd love to hear from you.