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Glow Labs is building loyalty rewards infrastructure for the blockchain, enabling brands in Web2 and Web3 to create custom NFT rewards, loyalty coins, and automated rewarding systems across physical and digital channels.
As Customer Success Manager, you will own the end-to-end customer experience from onboarding through renewal and expansion. Key responsibilities include:
• Collect, track, and analyze customer feedback to deeply understand customer needs and pain points
• Create and maintain support documentation and knowledge bases that help users effectively use Glow Labs features and troubleshoot issues
• Build and nurture customer relationships, ensuring clients maximize value from the platform
• Communicate new feature releases and bug fixes to customers
• Design and implement processes for internal and external teams to identify, escalate, and resolve issues efficiently
• Manage ticketing systems and ensure timely resolution of customer concerns
You should be an independent, self-motivated executor with 3+ years of customer success experience at a SaaS organization. Strong verbal and written communication skills are essential, along with the ability to design processes and stay highly organized. Ideally, you have deep knowledge of Web3, crypto communities, and traditional loyalty rewards products.
Glow Labs was founded by two female engineers with an ambitious mission to reshape the tech industry. The team is lean, composed of A-players passionate about Web3's potential. You'll work in a fast-paced environment where excellence is expected and learning opportunities abound.
