Full-Time Customer Success Manager

This is a shift-based role, working from 3:00 PM to 11:00 PM CET, focused on supporting U.S.-based customers.

Customer Success is critical.

The Customer Success Manager will contribute to a high-performing team redefining the client-vendor relationship with our customers. Our goal is to win the trust of each SmartRecruiters user through a unique, engaging model driving Hiring Success.

Responsibilities:

• Support team to reach revenue targets.
• Ensure product adoption and utilization by educating customers on new features and releases.
• Provide exceptional customer success service to mid-market customers at scale.
• Support release readiness by identifying product innovation opportunities.
• Maximize value realization from solutions and services to deliver customer satisfaction.
• Build relationships with customer stakeholders at all levels, fostering confidence and partnership.
• Provide best practice recommendations and problem-solving strategies.
• Connect customers with resources and other customers.
• Assist Account Managers in contract renewal by identifying value delivered, managing risks, and addressing Red Account Objects.
• Identify upsell and cross-sell opportunities, managing opportunities to Account Manager qualification stage.
• Attend ongoing training to become a solution expert.
• Conduct customer health checks using data to ensure adoption, optimization, satisfaction and engagement.
• Identify and remediate revenue loss or renewal risks (Red Account Objects) with Account Managers and other internal functions.
• Increase referenceable customers and identify case studies/content for growth opportunities.
• Contribute to adoption, best practice content and community events.
• Act as the voice of the customer to drive continuous improvement.

Requirements:

• 3+ years B2B client-facing experience (customer success, professional services, sales, account management)
• Technical acumen supporting customer implementation and optimization of SaaS solutions.
• Recruitment/talent management domain expertise. HRIT experience is a plus.
• Tactical and technical customer support experience.
• Strong data literacy and understanding of core TA metrics.
• Proven escalation and issue resolution skills.
• Strong time management and communication skills.
• Experience with SaaS solutions (Salesforce, ServiceNow, SAP, Workday).
• Ability to manage changing priorities.
• Team player with creativity and original thinking.

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