About the Role
This role is responsible for building strong relationships with mid-market customers, driving product adoption, and ensuring clients achieve their desired outcomes using the platform. The manager will proactively identify opportunities to expand value and support retention through regular strategic check-ins.
Responsibilities
- Onboard new mid-market clients and ensure smooth implementation
- Act as the primary point of contact for ongoing customer needs
- Monitor customer health and usage patterns
- Lead regular business reviews with client stakeholders
- Identify and address potential risks to renewal
- Collaborate with support and technical teams to resolve issues
- Track and report on customer success metrics
- Guide customers through product updates and new features
- Develop success plans tailored to client goals
- Facilitate training sessions for customer teams
- Gather and share customer feedback with product teams
- Support upsell opportunities by demonstrating added value
- Maintain accurate records in CRM systems
- Coordinate with sales during renewal periods
- Advocate for customer needs internally
- Drive adoption across user groups within client organizations
- Manage multiple accounts with varying priorities
- Respond to customer inquiries within service level agreements
- Escalate critical issues when necessary
- Ensure clients meet key milestones post-onboarding
- Promote best practices in platform utilization
- Measure customer satisfaction through surveys and interactions
- Contribute to process improvements within the customer success team
- Stay informed about industry trends affecting clients
- Support documentation updates based on customer use cases
Nice to Have
- Experience in recruiting or HR technology platforms
- Prior work with fast-growing startups
- Certification in customer success management
- Familiarity with data analytics tools
- Knowledge of compliance and data privacy standards
- Experience supporting international clients
- Background in change management principles
- Proficiency in additional languages
- Exposure to customer success platforms like Gainsight
- Track record of improving customer health scores
Benefits
- Comprehensive medical, dental, and vision insurance
- 401(k) plan with company matching
- Unlimited paid time off policy
- Company holidays and personal days
- Flexible work schedule
- Remote work stipend
- Professional development budget
- Parental leave program
- Mental health and wellness resources
- Employee resource groups
- Annual team retreats
- Home office setup allowance
- Life and disability insurance
- Stock option grant
- Commuter benefits
- Learning subscription access
- Volunteer time off
- Pet insurance option
- Fitness reimbursement
- Employee referral bonus
- Tuition reimbursement
- Adoption assistance
- Fertility benefits
- Gender-affirming care coverage
- Legal assistance plan
Compensation
Competitive base salary plus equity and benefits
Work Arrangement
Remote
Team
Customer Success team supporting mid-market clients in the Americas
Our Mission
We build tools that empower teams to hire equitably and scale with purpose, focusing on creating meaningful employment experiences.
Growth Stage
The company is in a rapid growth phase, expanding its customer base across North and South America.
Diversity and Inclusion
We are committed to fostering an inclusive workplace where diverse perspectives are valued and supported.
Performance Culture
Success is measured by outcomes, not hours. We value ownership, initiative, and continuous improvement.
Technology Stack
Our platform is built on modern cloud infrastructure with an emphasis on data security and scalability.
Customer Base
We serve mid-market organizations across various industries, primarily in the United States and Canada.
Onboarding Process
New hires complete a structured onboarding program including product training and mentorship.
Career Development
Employees have access to regular coaching and clear pathways for advancement.
Environmental Responsibility
We operate as a carbon-neutral company and support sustainable business practices.
Client Feedback Loop
Customer insights directly influence product development and feature prioritization.
Not available
