Senior Customer Success Manager

Summary

Join Greenhouse as a Senior Enterprise Customer Success Manager and become a strategic partner to our customers, driving the adoption of best practices in talent acquisition. You will own consultative relationships, acting as the face of Greenhouse throughout the customer journey, from pre-sales to ongoing optimization. As a proud advocate, collaborator, educator, and trusted subject matter specialist, you will guide clients on Greenhouse products, illustrate business value, and act as a trusted advisor. You will also identify upsell opportunities and work with sales teams to expand customer contracts. This role requires experience in customer success, managing complex enterprise accounts, and collaborating with cross-functional teams. Greenhouse offers a remote-first work environment, a performance review program, and a bonus structure that rewards great performance.

Requirements

• Experience in Customer Success as a Customer Success Manager, Account Manager, or similar role
• Background managing complex, global Enterprise accounts
• Formal or informal project management expertise
• Experience collaborating with and orchestrating a large cross-functional account team
• Due to current team needs, we are only considering candidates based in the Eastern Time Zone
• Applicants must be legally eligible to work in Canada as of the start date chosen by the Company
• We are unable to support sponsorship at this time

Responsibilities

• Provide strategic direction for clients on Greenhouse products and within their fields of expertise
• Achieve full fluency in substantial industry trends and topics to advise customer leaders from various functions
• Illustrate business value by defining clear metrics and proof points for all customer engagements (implementation goals, business reviews, etc)
• Demonstrate thought leadership and be a valued internal resource across sales, marketing, product, and engineering
• Act as a trusted advisor to clients and become an extension of the customer’s team
• Successfully establish relationships wide and high throughout the organization
• Establish and grow relationships throughout the organization- from weekly syncs with day-to-day users to business reviews with C-suite executives
• Utilize data to provide product and strategy recommendations
• Communicate critical customer concerns and use understanding of vertical or product trends to provide recommendations and influence talent strategy
• Develop a vision that motivates others to achieve their goals
• Lead innovation within, and in addition to primary role through projects and initiatives
• Identify complex upsell opportunities and work with Sales and Expansions teams to assist in renewing and expanding Enterprise customer contracts
• Conduct strategic account planning to prioritize opportunities and customer goals
• Orchestrate success by working closely with internal teams to deliver value for customers, solve complex problems, and improve internal processes
• Use our learning and development budget to further educate yourself, learn a new skill, or upgrade an existing one

Preferred Qualifications

• Background in SaaS, a plus
• Background in HR or Talent Acquisition, a plus
• Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse
• If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply

Benefits

• Remote work, flexible hours
• Bonuses and incentives
• Professional development opportunities