Customer Success Manager

Summary

Join Findem, a fast-growing HR tech startup, as a Customer Success Manager (CSM) and play a key role in shaping the company's strategic trajectory by driving customer satisfaction, retention, and business outcomes. You will develop tailored strategies, collaborate cross-functionally, and proactively identify opportunities for improvement. As a CSM, you will guide new customers through the onboarding process, provide training and resources, and maintain a comprehensive knowledge of Findem's software products. You will also act as a customer advocate, gather feedback, and influence product improvements. This role requires proven experience in Talent Acquisition operations, managing vendor relationships, and delivering large-scale projects. You will be responsible for understanding customer executive priorities, resolving issues, and keeping customers informed about product updates.

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
• 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

Preferred Qualifications

Knowledge of CRM software and customer success management tools is a plus

Benefits

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