Remote Customer Success Manager

Summary

The job is for a Customer Success Manager at Findem, a fast-growth startup in the HR technology sector. The role involves managing customer relationships, onboarding, product expertise, advocacy, issue resolution, and communication. The company offers competitive salary, performance-based bonuses, health insurance, dental insurance, vision insurance, 401(k) retirement plan, and flexible working arrangements.

Requirements

• Proven experience in Talent Acquisition operations, managing vendor relationships and driving engagement of tools & systems OR implementing, enabling and servicing customers on a multi-product, platform SaaS product
• 3-5 years experience in delivering large scale projects for Talent Acquisition teams (e.g. deploying new tools & systems) OR managing large, global customers through the full post-sales customer journey
• Ability to understand a customer’s executive priorities through discovery, research & assumptions
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and a proactive attitude
• Technical aptitude and the ability to understand software products and solutions
• Knowledge of CRM software and customer success management tools is a plus
• Ability to work independently and as part of a cross-functional team
• Strong organizational skills and attention to detail

Responsibilities

• Develop a deep understanding of each customer's business goals, challenges, and objectives
• Create and maintain customer success plans that outline clear goals, milestones, and actions to drive value for the customer
• Regularly check in with customers to assess their satisfaction, address any issues, and identify upsell or cross-sell opportunities
• Guide new customers through the onboarding process, helping them set up and configure our software to meet their specific needs
• Provide training and resources to ensure customers have a smooth and efficient onboarding experience
• Maintain a comprehensive knowledge of our software products, including new features and updates
• Proactively educate customers on best practices and recommend solutions that align with their business needs
• Foster strong relationships with customers, acting as their advocate within the company
• Gather customer feedback and relay it to the product development team to influence product improvements
• Collaborate with the support team to resolve customer issues and ensure timely resolution of any technical problems
• Keep customers informed about product updates, maintenance, and any relevant news
• Deliver regular progress reports and business reviews to customers

Benefits

• Competitive salary
• Performance-based bonuses
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Flexible working arrangements