About the Role
This position is responsible for managing key client accounts, guiding them to achieve their business goals using company solutions, and serving as a trusted advisor throughout the customer lifecycle.
Responsibilities
- Lead onboarding for new clients to ensure smooth implementation
- Conduct regular business reviews with customer stakeholders
- Identify opportunities to expand product usage within accounts
- Collaborate with support and product teams to resolve customer issues
- Monitor customer health metrics and intervene when needed
- Develop success plans tailored to individual client objectives
- Act as the primary point of contact for strategic accounts
- Gather and relay customer feedback to internal teams
- Reduce churn through proactive engagement strategies
- Support renewal processes with data-driven insights
- Train customers on new features and best practices
- Track and report on customer success KPIs
- Escalate technical issues with clear documentation
- Maintain accurate records in the CRM system
- Coordinate cross-functional initiatives to improve customer outcomes
- Advocate for customer needs in internal planning sessions
- Create and deliver customized success dashboards
- Drive adoption through targeted engagement campaigns
- Manage customer communications during product changes
- Contribute to the development of customer-facing resources
- Onboard and mentor junior team members
- Participate in post-implementation evaluations
- Identify at-risk accounts using usage and sentiment data
- Support sales with customer references and case studies
- Ensure compliance with service level agreements
Nice to Have
- Master’s degree in business or related discipline
- Certification in customer success management
- Experience in talent acquisition or HR tech sector
- Familiarity with agile project management
- Advanced proficiency in data analysis tools
- Multilingual communication abilities
- Prior leadership in remote teams
- Knowledge of NPS and CSAT frameworks
- Experience with onboarding automation platforms
- Background in change management
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid remote and office setup
Team
Part of the customer experience division
What We Value
- Authentic relationships with clients
- Data-informed decision making
- Continuous learning and growth
- Collaborative problem solving
- Transparency in communication
Growth Opportunities
- Access to professional development stipends
- Internal mobility across departments
- Mentorship from industry veterans
- Leadership training programs
- Regular performance feedback cycles
Available for qualified candidates
