Customer Success Manager

We are known for being the top rated video interviewing platform (based on G2.com reviews) and has recently expanded to become the most comprehensive and flexible hiring solution for small and medium sized organizations. With the acquisitions of an ATS and Assessment platform, a complete Talent Acquisition Suite designed to spark meaningful connections between talented individuals and organizations. Working as a customer facing member of our Customer Experience team, we are seeking a Customer Success Manager that can create lasting relationships with customers while helping them utilize and optimize their use of our recruiting product. This role focuses on expanding user use while growing customer satisfaction. How the hiring process works We aim to move as quickly as possible throughout the hiring process. Weve designed these steps to make sure that a) we can complete our best evaluation of as many qualified candidates as possible and b) are respectful of your time.
* Step 1: Apply and your resume/CV will be reviewed by a member of the hiring team
* Step 2: Youll complete a one-way video interview on our platform which will enable our multiple stakeholders to learn more about your experience
* Step 3: Interview with our SVP of Global Customer Success
* Step 4: Technical Interview with a member of our CSM team, utilizing our recruiting solution
* Step 5: Reference Checks
Responsibilities:
* Collaborate with sales team to ensure smooth client transition on customer handoffs
* Facilitate kick off meetings with customers as their trusted advisor, gathering information about the customers business, understanding their needs and challenges, and working to map out joint success criteria
* Facilitate onboarding for new customers to orient them to the Hiring Platform
* Follow established customer success playbooks to ensure strong and consistent communication with customers that help achieve their desired outcomes of the platform(s)
* Leverage customer success tools to monitor customers progress and utilization data
* Proactively engage lagging customers to reduce churn
* Work closely with the Account Management team on renewal and upsell opportunities
* Demonstrate product expertise through interactions with customers
* Engage customers via email, phone and presentation to help them become more successful
* Boost customer advocacy and NPS through outstanding customer service
* Manage a book of business and be accountable for hitting NRR Targets
* Drive cross-sell initiatives of additional products