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, guiding clients through the entire customer journey, from pre-sales to ongoing optimization. As a trusted advisor, you will provide strategic direction on Greenhouse products, illustrate business value through clear metrics, and act as an extension of the customer's team. You will build relationships across the organization, utilize data for recommendations, and identify upsell opportunities. This role requires collaboration with cross-functional teams and a passion for coaching customers on structured hiring practices. Greenhouse offers a remote-first work environment and a supportive culture.

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
• 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
• Due to current team needs we are only able to consider candidates based in the Pacific Time Zone

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
• Background in HR or Talent Acquisition

Benefits

• The national pay range for this role is $98,100.00 - $146,700.00 CAD
• Individual compensation will be commensurate with the candidate's experience and qualifications
• Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases
• Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role
• We are a remote-first company and have shared office spaces in New York City and Ireland, and optional co-working spaces that give us flexibility to do our best work anywhere
• We take an active role in our growth through a performance review program that’s committed to providing actionable feedback, and a bonus structure that rewards great performance