Customer Success Manager

Company Description
SmartRecruiters powers Superhuman Hiring by freeing talent acquisition teams from legacy applicant tracking software and equipping them with next-gen AI functionality. SmartRecruiters' platform serves as the hiring operating system for 4,000 customers, including Bosch, LinkedIn, and Visa. Companies with business-critical hiring needs turn to SmartRecruiters for best-of-breed functionality, world-class support, and a robust ecosystem of third-party applications and service providers.

We are a values-driven, globally focused tech employer with strong financial backing. By solving the biggest problems, we focus our efforts on what matters most, driving real impact for our organization and customers. For the past three years, we've been recognized as a strategic leader in recruitment technology by Fosway Industry Analysts. In 2023 and 2024, we received prestigious awards from Comparably for being a top company for Women, Perks, and Benefits, Work-Life Balance, Happiness, Compensation, Diversity, Culture, and Company Outlook.

At our core, we commit and dig deep, embracing challenges with grit, curiosity, and a drive for excellence. We foster a collaborative and inclusive work environment, where trust and determination bring us together - because together, we will win. With competitive salaries and strong internal mobility, we ensure that high performers have meaningful growth opportunities. Our remote-friendly culture is welcoming, respectful, and built to empower every team member to thrive.

Job Description
This is a shift-based role, working from 2:00 PM to 10:00 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.