Strategic Customer Success Manager

#Description#

What makes Employ unique is that we offer three distinct ATS platforms—JazzHR, Lever, and Jobvite to serve businesses at every stage of growth. We’re also building AI Companion tools to support recruiters throughout the hiring journey, with a focus on screening, interviewing, and sourcing.

We’re deeply committed to data security and compliance, partnering with IBM watsonx.governance to ensure end-to-end, always-on protection.

Today, more than 23,000 companies, including e.l.f. Beauty, Shutterfly, Pure Barre, and Spotify, trust Employ to help them hire smarter, faster, and more efficiently.

About the Role:

We are seeking a motivated and experienced Strategic Customer Success Manager to join our team. As an individual contributor, you will play a pivotal role in ensuring the success and satisfaction of our valued customers. Lerveraging your 3+ years of experience in customer success, you will be responsible for managing a portfolio of accounts, driving adoption and engagement, and fostering strong relationships with key stakeholders. This role requires a proactive and customer-centric approach, excellent communication skills, and a passion for delivering exceptional service.

This role will support a portfolio of accounts based in the Eastern time zone. 

What you’ll be doing: 

Customer Relationship Management:

• Serve as the primary point of contact for a portfolio of assigned customer accounts.
• Build and maintain long-lasting relationships with key stakeholders based on trust and credibility.
• Conduct regular check-ins and strategic business reviews to assess customer satisfaction and identify areas for improvement.
• Understand each customer's business objectives and tailor solutions to meet their needs.

Product Adoption and Engagement:

• Monitor customer usage and engagement metrics to identify trends and areas for improvement.
• Proactively reach out to customers to drive adoption, usage, and value realization of our solutions.
• Collaborate with internal teams to address any challenges or roadblocks, ensuring successful implementation and adoption.
• Develop and deliver engaging office hours, webinars, and workshops to educate customers on best practices.

Customer Advocacy and Retention:

• Act as a customer advocate within the organization, representing the voice of the customer to internal teams.
• Provide feedback and insights to product, sales, and marketing teams to continuously improve the customer experience.
• Develop and execute strategies to mitigate churn risks, increase retention, and identify upsell or cross-sell opportunities.
• Help create customer success stories, such as case studies and testimonials.
• Renewals and Expansion:• Work closely with the sales team to ensure successful renewals and develop strategies to expand the footprint within existing accounts.
• Identify opportunities for account growth and proactively drive expansion initiatives by partnering with Renewals and Account Management.
• Track and report on key performance metrics such as renewal rates, expansion revenue, and customer satisfaction scores.
• Problem Solving and Escalation Management:
• Address customer inquiries, concerns, and escalations in a timely and professional manner.
• Proactively identify risks or challenges and collaborate with cross-functional teams to implement solutions.

Data Analysis and Reporting:

• Leverage customer data and analytics to track key performance indicators (KPIs) such as customer health and engagement.
• Generate regular reports and insights to communicate trends, customer success metrics, and opportunities to internal stakeholders.

 What you’ll bring:   

• 3+ years of experience in customer success, account management, or a related role, with a proven track record of managing and growing customer accounts.

• Excellent communication and interpersonal skills, with the ability to build rapport with customers and drive business outcomes.
• Strong problem-solving abilities and a proactive, customer-centric mindset.
• Experience working with CRM software (e.g., Salesforce) and customer success platforms (e.g., Gainsight) is a plus.
• Ability to thrive in a fast-paced, dynamic environment and strategically address complex business requirements.

Employ is an Equal Opportunity employer.
Employ is an EVerify employer.