Full-Time Customer Success Manager

Having raving fans has been and will always be one of the most critical competitive advantages we have. 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: 

• Working as part of a team within the GTM organisation supporting each other to achieve joint revenue targets on all assigned customers
• Assume overall responsibility for product adoption and utilization, preparing and educating customers on leveraging new features and releases.  
• Support the customer on release readiness by identifying opportunities for customers to take advantage of product innovations to increase value and impact over time 
• 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
• Build strong relationships with customer stakeholders at all levels, and deliver compelling Value Reviews that drive confidence and successful partnership
• Provide recommendations for best practices and look for potential solutions alongside other functional experts within SmartRecruiters. Connecting customers to available resources and where appropriate, other customers
• Prepare the customers for the contract renewal process by identifying value delivered and managing any risk or Red Account Objects. 
• Supporting the Account Manger to bring the renewal to a successful conclusion 
• Identify opportunities for account growth through upsell and cross sell and manage all opportunities to the Account Manager qualification stage
• Attend regular ongoing training both reactively and proactively to become a solution expert
• Use insight available to conduct consistent customer health checks to ensure solution adoption, optimization, satisfaction and engagement. Take action and provide recommendations to drive improvements when risk is identified
• Identify any potential risk to revenue loss or renewal by raising and managing Red Account Objects together with Account Managers and other internal functions to remediate and ensure revenue retention
• Build advocacy within the given book of business to increase the number of referenceable customers, identify case studies and other content which can be used to increase growth opportunities
• Contribute to adoption, best practice content and events held by the Community & Education team to increase the opportunities for self service education, including hosting best practice sessions for customers
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product
• Collaborate closely with other internal functions to facilitate connections between them and the customer to assist in achieving desired outcomes whilst managing customer expectations on resources, timelines and responses from other functions.

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:

• 5+ years experience in a B2B client-facing role (customer success, professional services, sales, or account management)
• Demonstrated technical acumen and experience supporting customer implementation, adoption, and/or optimization of SaaS solutions
• Domain expertise in recruitment and talent management is essential. Experience in working with HRIT is an advantage
• Experience in working with customers on both a strategic and technical level is essential
• Strong data literacy and an understanding of core TA Metrics. Ability to use data to identify opportunities and communicate value to customers
• Proven track record of driving issues to resolution and advocating on behalf of a customer.
• Demonstrated time management and communications skills
• Demonstrated ability to plan and execute against customer priorities and expectations
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Service Excellence
• Experience with SaaS solutions such as Salesforce, ServiceNow, SAP, Workday and/or customer success supported platforms preferred