Customer Success Manager

Company Description

SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.

SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.

Job Description

12 month fixed-term contract

This is a shift-based role, working from 3:00 PM to 11:00 PM CET, with a focus on supporting our U.S.-based customers.

Having raving fans has been and will always be one of the most critical competitive advantages we have. The Customer Success Manager will be an individual contributor on a high-performing team that is redefining the client-vendor relationship with our customer. We aim to win the hearts and trust of each and every SmartRecruiters user through a truly unique engagement model fundamentally designed to drive Hiring Success.

What you’ll deliver:

• 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

Success in the role requires a real team mentality, ability to work across different teams with disparate needs, creativity, and original thinking to actively identify new and different approaches to delivering Hiring Success to our customer base.

Qualifications

• 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
• Experience with SaaS solutions such as Salesforce, ServiceNow, SAP, Workday, and/or customer success supported platforms preferred
• The ability to effectively manage changing priorities and work in a fast-paced environment is essential

Additional Information

SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. your information will be kept confidential according to EEO guidelines.