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. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.

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.

Candidates may be based anywhere in the central, mountain, or pacific time zones and work remotely.

What you’ll deliver: 

• Serve as the primary point of contact post-implementation for our enterprise customers. You will assume overall responsibility for investment adoption,  ensure customer satisfaction and resolve critical issues and escalations.

• Partner with customers to define desired business outcomes, focusing on maximizing value realization from our solutions and services.

• Coordinate key activities with other internal functions including Professional Services, Technical Services, Support, Product, and Engineering to achieve measurable outcomes.

• Build strong relationships with customer stakeholders, and deliver compelling QBRs that drive confidence. 

• Develop a trusted advisor relationship with customers to drive product adoption and ensure they are using the solution to achieve full business value.

• Partner with internal team members to align account activities with the customer's business case and strategy. Work with the sales team to properly sell and position Success Services.

• Provide recommendations for best practices and find creative solutions to any challenges that may arise.

• Conduct consistent customer health checks. Prepare and educate customers on new features and releases. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.

• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

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.

• 3-5 years of customer success experience in enterprise software or SaaS organization with accounts > $100k ARR and total books of business  > $3m.

• Domain expertise in recruitment and talent management required. Experience in working with HRIT is an advantage.

• 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 or Workday preferred.

• Available to travel up to 35%

SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action 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.