Senior Customer Success Manager

As a Senior Customer Success Manager, you will play a pivotal role in driving value and long-term success for our customers by taking a bold, consultative approach throughout the entire customer journey. You will own a book of strategic accounts, acting as a trusted advisor to uncover business goals, optimize platform adoption, and connect product capabilities to measurable ROI. Your focus will be on deep customer understanding, executive partnership, and delivering outcomes that drive retention, expansion, and advocacy.

Key Responsibilities:

Customer Consultation & Business Alignment: Build deep knowledge of each customer's business model, hiring workflows, and success criteria. Lead strategic conversations that align our platform to their evolving needs and objectives.

Drive Customer Expansions: Identify and pursue upsell opportunities by uncovering value gaps, negotiating renewals and expansions, and growing customer lifetime value through partnership.

Reduce Churn Through Proactive Engagement: Own the end-to-end customer lifecycle by identifying risk early, engaging cross-functional teams as needed, and ensuring that customers are continually realizing ROI.

Strategic Account Planning: Create and execute strategic account plans rooted in business priorities, adoption data, and long-term success metrics.

Customer Journey Ownership: Act as the primary point of contact throughout onboarding, adoption, renewal, and growth stages. Build multithreaded relationships and support alignment across teams.

Executive Relationship Development: Build and maintain strong partnerships with executive sponsors and key stakeholders. Lead QBRs and strategic check-ins to validate goals and outcomes.

Insight-Driven Success Management: Use platform usage data and customer feedback to uncover trends, anticipate needs, and proactively propose optimizations.

Customer Advocacy: Identify and cultivate brand advocates by aligning on wins, delivering value, and inviting customers to share their success stories via testimonials, referrals, and case studies.

Voice of the Customer: Serve as the customer’s internal advocate by relaying feedback and insights to Product, Sales, and Marketing teams to help shape roadmap and messaging.

Required Skills and Qualifications:

- Preferred Location: Central or East Coast Time Zone. 

-Bachelor’s degree in Business Administration, Information Technology, or related field.5+ years of experience in customer success, account management, or strategic consulting, preferably in a SaaS or technical hiring platform environment.

-Proven track record of managing executive relationships and delivering consultative, solution-oriented support.

-Strong commercial acumen with experience in renewals, upsells, and expansion strategy.

-High emotional intelligence with excellent communication and stakeholder management skills.

-Comfort analyzing usage data and business outcomes to drive actionable insights.

-Familiarity with CRM tools (e.g., Salesforce) and CS platforms.

-Knowledge of ATS and recruiting software or enterprise SaaS.

-Experience managing contract negotiations and customer renewals.

Why Join Us:

-Be part of a high-impact team reshaping how companies hire tech talent.

-Work in a supportive culture that values ownership, insight, and bold thinking.

-Competitive compensation, strong benefits, and meaningful career growth.

This role is ideal for someone who leads with curiosity, drives strategic engagement, and thrives on delivering business impact through bold customer partnership. If you're passionate about helping customers succeed and ready to take ownership of high-impact relationships, we'd love to hear from you.