Sr. Associate, Customer Success

Job description

**Globality is the autonomous sourcing platform to manage the entire intake to award process.** At Globality, we build agentic technology that transforms how global enterprises source goods and services — autonomously, at scale, and without the inefficiencies that have defined procurement for decades. Our platform interprets purchase intent, generates sourcing materials, evaluates suppliers, and executes negotiation strategies without manual intervention. **The Role** Globality is looking for a Sr. Associate, Customer Success to help manage our enterprise client relationships (typically Fortune 500/Global 2000 corporations) across the full customer lifecycle — from implementation through expansion. The successful applicant will drive clients' adoption of Globality, identify and grow new use cases within existing accounts, and ensure continued satisfaction and measurable value realization. You will be part of the Customer Success team, managing multiple client accounts at any given time. We are looking for a business development-oriented professional who values customer engagement, has a passion for digital transformation, and can build strong customer relationships — someone who can grow with the role as Customer Success evolves. **What You Will Do** - Support clients through early stages of the implementation cycle through to enterprise-wide adoption, including providing client trainings, close cooperation throughout adoption, proactive identification and mitigation of possible challenges to adoption, and issue escalations. - Identify key customer stakeholders and develop strategies to build deep trusted advisor relationships, communicating the value of Globality's platform. - Understand complex client requirements, proactively and creatively problem solve utilizing existing product functionality. Where appropriate, liaise with product and engineering teams to implement those. - Drive adoption of additional use cases within existing accounts, identifying whitespace where Globality can deliver further value. - Play a pivotal role in account expansion, partnering closely with sales and partner teams to identify, scope, and close growth opportunities within your client portfolio. - Collaborate with sales, partner, and marketing teams to build and execute account growth strategies, from opportunity identification through renewal and expansion. - Own and report on key account health metrics, including Net Promoter Score (NPS) and Net Revenue Retention (NRR), translating data into actionable insights that improve client outcomes and inform expansion strategy. - Track success criteria and prepare regular reports on account status. - Capture and share best practices both within your client portfolio and across the wider customer success team. **What You Bring** - 2+ years of experience in consulting, account management, or client-facing roles - Undergraduate degree required (ideally in engineering, economics, supply chain management, procurement, business administration, or similar) - Ability to communicate, present to, and influence key stakeholders at all levels of the organization - Advanced problem-solving skills and verbal and written communication skills - Proven experience juggling multiple tasks at a time while maintaining strong attention to detail - Ability to capture customers' needs pragmatically and match them with appropriate products and services - Comfort operating in a role that spans both implementation and growth responsibilities, with the flexibility to adapt as the Customer Success function evolves - Advanced in Microsoft products, including PowerPoint, Excel, and Word - Experience with business intelligence (BI) tools preferred - Proficiency in multiple languages is advantageous and highly valued - Procurement and/or technology/AI experience preferred **Why Globality** **The opportunity is enormous.** Enterprise procurement is one of the last major business functions to be transformed by AI. We're not optimizing at the margins — we're fundamentally rethinking how trillions of dollars get spent. **The team is world-class.** Our leadership team brings decades of experience from leading global enterprises, and our culture is built for people who want real ownership, not titles. **You'll have real impact.** This isn't a role where you execute someone else's playbook. You'll shape the strategy, build the programs, and see the direct business impact of your work. **We work together — literally.** We're in-office 4 days a week in Palo Alto because the best ideas – and the fastest decisions – happen face to face. One day is yours to work wherever you’re most effective. *The anticipated annual base salary range for this position is $70,000 - $90,000. Actual compensation may vary based on factors such as experience, skills, and location. This information is provided in accordance with the California Equal Pay Act. We are an equal opportunity employer and participate in the E-Verify program. We are committed to building a diverse and inclusive workplace and do not discriminate on the basis of race, color, gender, sexual orientation, gender identity, religion, national origin, age, disability, or any other protected status.*