Customer Success Manager

Summary

Join SmartRecruiters as a Customer Success Manager on a 12-month fixed-term contract, working a shift-based schedule (3:00 PM to 11:00 PM CET) supporting U.S.-based customers. This role focuses on driving customer satisfaction and product adoption within a high-performing team. You will be responsible for managing a large group of mid-market customers, ensuring they maximize the value of SmartRecruiters' solutions. The position requires strong communication, technical acumen, and data literacy skills. Success in this role involves collaboration, problem-solving, and a commitment to delivering exceptional customer service. You will work closely with Account Managers to support contract renewals and identify opportunities for account growth. This role is crucial for building customer advocacy and driving continuous improvement within SmartRecruiters.

Requirements

• 3+ years of experience in a B2B client-facing role (customer success, professional services, sales, or account management)
• Domain expertise in recruitment and talent management (HRTech space) is essential
• Demonstrated technical acumen and experience supporting customer implementation, adoption, and/or optimization of SaaS solutions
• Experience in working with customers on both a tactical and technical level is essential
• Strong data literacy and an understanding of core TA Metrics. Ability to use data to identify opportunities and communicate value to customers
• Proven track record of managing escalations and driving issues to resolution and advocating on behalf of a customer
• Demonstrated time management and communication skills
• Demonstrated ability to plan and execute against customer priorities and expectations
• The ability to effectively manage changing priorities and work in a fast-paced environment is essential

Responsibilities

• Working as part of a team within the GTM organisation supporting each other to achieve joint revenue targets on all assigned customers
• Assume overall responsibility for product adoption and utilization, preparing and educating customers on leveraging new features and releases
• Working with a large group of mid market customers, you will be responsible for delivering a customer success service at scale
• Support the customer on release readiness by identifying opportunities for customers to take advantage of product innovations to increase value and impact over time
• Partner with customers to focus on maximizing value realization from our solutions and services to deliver value and customer satisfaction
• Build relationships with customer stakeholders at all levels, and deliver an exceptional level of service that drive confidence and successful partnership
• Provide recommendations for best practices and look for potential solutions alongside other functional experts within SmartRecruiters. Connecting customers to available resources and where appropriate, other customers
• Support Account Managers in preparing customers for the contract renewal process by identifying value delivered and managing any risk or Red Account Objects
• Supporting the Account Manger to bring the renewal to a successful conclusion
• Identify opportunities for account growth through upsell and cross sell and manage all opportunities to the Account Manager qualification stage
• Attend regular ongoing training both reactively and proactively to become a solution expert
• Use data and insight available to conduct consistent customer health checks to ensure solution adoption, optimization, satisfaction and engagement. Take action and provide recommendations to drive improvements when risk is identified
• Identify any potential risk to revenue loss or renewal by raising and managing Red Account Objects together with Account Managers and other internal functions to remediate and ensure revenue retention
• Build advocacy within the given book of business to increase the number of referenceable customers, identify case studiesm and other content that can be used to increase growth opportunities
• Contribute to adoption, best practice content, and events held by the Community & Education team to increase the opportunities for self-service education, including hosting best practice sessions for customers
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product

Preferred Qualifications

Experience with SaaS solutions such as Salesforce, ServiceNow, SAP, Workday, and/or customer success supported platforms preferred

Benefits

• Competitive salaries and generous equity
• Remote-friendly work environment