Customer Success Manager

SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.

SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Our inclusive office environment welcomes and respects all.

Job Description

The Customer Success Manager will be an individual contributor on a high-performing team that is redefining the client-vendor relationship with our enterprise accounts. We aim to win the hearts and trust of each and every SmartRecruiters user through a truly unique engagement model fundamentally designed to drive Hiring Success.

What you’ll deliver:

1. Working as part of a team within the GTM organisation supporting each other to achieve joint revenue targets on all assigned customers.
2. Assume overall responsibility for product adoption and utilization, preparing and educating customers on leveraging new features and releases.
3. Support the customer on release readiness by identifying opportunities for customers to take advantage of product innovations to increase value and impact over time.
4. Partner with customers to define desired business outcomes and develop success plans, focusing on maximizing value realization from our solutions and services to deliver measurable ROI.
5. Build strong relationships with customer stakeholders at all levels, and deliver compelling Value Reviews that drive confidence and successful partnership.
6. Provide recommendations for best practices and look for potential solutions alongside other functional experts within SmartRecruiters.
7. Prepare the customers for the contract renewal process by identifying value delivered and managing any risk or Red Account Objects.
8. Support the Account Manager to bring the renewal to a successful conclusion.
9. Identify opportunities for account growth through upsell and cross-sell and manage all opportunities to the Account Manager qualification stage.
10. Attend regular ongoing training both reactively and proactively to become a solution expert.
11. Use insight available to conduct consistent customer health checks to ensure solution adoption, optimization, satisfaction, and engagement.
12. Identify any potential risk to revenue loss or renewal by raising and managing Red Account Objects together with Account Managers and other internal functions.
13. Build advocacy within the given book of business to increase the number of referenceable customers.
14. Contribute to adoption, best practice content and events held by the Community & Education team.
15. Act as the voice of the customer and collect feedback to drive continuous improvement.
16. Collaborate closely with other internal functions to facilitate connections between them and the customer.

Qualifications

Success in the role requires a real team mentality, ability to work across different teams with disparate needs, creativity, and original thinking to actively identify new and different approaches to delivering Hiring Success to our install base.

Qualifications:

1. 5+ years experience in a B2B client-facing role (customer success, professional services, sales, or account management).
2. Demonstrated technical acumen and experience supporting customer implementation, adoption, and/or optimization of SaaS solutions.
3. Domain expertise in recruitment and talent management is essential.
4. Experience in working with customers on both a strategic and technical level is essential.
5. Strong data literacy and an understanding of core TA Metrics.
6. Proven track record of driving issues to resolution and advocating on behalf of a customer.
7. Demonstrated time management and communications skills.
8. Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Service Excellence.
9. Experience with SaaS solutions such as Salesforce, ServiceNow, SAP, Workday and/or customer success supported platforms preferred.
10. Available to travel up to 10%.

Additional Information

SmartRecruiters is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.