Customer Success Manager

Role overview

Customer Success Manager supporting small-business and mid-market customers that use complex recruiting software. The role combines relationship management, technical product expertise, adoption planning, customer education, and cross-functional coordination to improve outcomes, retention, and expansion.

Responsibilities

- Build trusted relationships with customer stakeholders, including executive contacts, to improve adoption, sentiment, and retention. - Create customer success strategies and playbooks, then monitor results and adjust plans as needed. - Analyze product usage to recommend relevant features, settings, or modules. - Plan and deliver executive and quarterly business reviews. - Facilitate product enablement and help customers align the platform with their recruiting workflows. - Communicate customer needs to Product and Engineering while partnering with Sales, Marketing, and other teams.

Requirements

- At least 4 years of experience in customer success management or onboarding for complex software products. - At least 3 years of experience leading quarterly business reviews. - Experience with recruiting, applicant-tracking, or HR technology is strongly preferred. - Excellent communication, presentation, relationship-building, and interpersonal skills. - Self-direction and comfort solving ambiguous problems in a fast-moving, small-team environment. - Bachelor’s degree or equivalent professional experience.

Benefits and work setup

- Fully remote within the United States or Canada. - Approximately 10% travel. - Employer-supported health, dental, and short-term disability coverage. - Flexible time off and eight weeks of parental leave, including adoption placement. - Home-office reimbursement of up to $500 and learning-and-development support of up to $500. - Eligibility for pre-IPO stock options.