Customer Experience Manager at Glimpse

CUSTOMER EXPERIENCE MANAGER New York, NY · Full-Time · In-Person ABOUT GLIMPSE Glimpse is the leading AI platform for CPG brands, automating critical back-office workflows like deductions management, revenue recovery, and cash application. Since launching in April 2024, we've grown from 0 to 200+ customers and raised $52M from investors including a16z, 8VC, and Y Combinator. Our AI agents retrieve deduction data, validate charges, automate cash application, and dispute invalid claims. For a $1B CPG brand, a single Glimpse agent reviewed 17,000 deductions in under 24 hours and identified over $10M in recoverable revenue. ABOUT THE ROLE 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. WHAT YOU'LL DO · 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 WHAT WE'RE LOOKING FOR The three things that matter most · 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. Background · 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 · (Preferred) Exposure to AI workflow products, finance, accounting, or CPG software · (Preferred) Experience at an early-stage tech company where the environment was constantly evolving Location: New York, NY (Relocation Assistance Available) WHY JOIN GLIMPSE · In-person team in NYC, high ownership, tight feedback loops, no bureaucracy · Direct influence on product direction and how Glimpse operates at scale · A front-row seat to building the operating system for CPG brands BENEFITS: - Competitive salary and equity options - Relocation assistance provided to New York City - Comprehensive medical, dental, and vision insurance - 401(k) plan - Unlimited PTO