Customer Success Manager

Summary

Join Findem, a fast-growing HR tech startup, as a Customer Success Manager (CSM) and play a pivotal role in shaping our strategic trajectory by ensuring customer success, particularly with short-term pilot customers. You will be responsible for managing customer success plans, onboarding customers, providing product expertise, advocating for customers, resolving issues, and maintaining excellent communication. This role requires experience in measuring the outcomes of tools and systems for talent acquisition teams. As a small startup, you will also help shape the growth and operations of the CSM team. Findem offers a competitive salary, benefits, and a collaborative work environment.

Requirements

• 3-5 years experience in measuring and proving the outcomes of tools & systems for Talent Acquisition teams - either internally as a Talent Acquisition Operations, Recruiting Manager or externally as a Talent Acquisition vendor
• 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
• Ability to work independently and as part of a cross-functional team
• Strong organizational skills and attention to detail

Responsibilities

• Create and maintain customer success plans that outline clear goals, milestones, and actions to drive value for the customer during the pilot
• Collaborate with the Sales, Implementation and Value Consulting teams to manage timelines for implementation, onboarding and value realization
• Maintain regular cadence with operational contacts and users to understand sentiment and drive adoption
• Ensure smooth transition of customer to post-sales team once pilot is converted
• Guide 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
• Understand the technology competitive landscape and handle customer questions and objections as a Findem product expert
• Support Sales demos to convince Users and Executives that Findem is the best solution that addresses their desired business outcomes
• 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

Preferred Qualifications

• Experience as a Solution Engineer or Solution Consultant
• Knowledge of CRM software and customer success management tools

Benefits

• Competitive salary and performance-based bonuses
• Health, dental, and vision insurance
• 401(k) retirement plan
• Flexible working arrangements
• Friendly and collaborative work environment