Customer Success Manager

Your Responsibilities:

• Partner with our customers to achieve their Talent / Workforce and Business goals, by driving adoption with Hiring Managers and ensuring they see value with the Lifted offerings
• Provide expert consultation and training on Workforce talent sourcing/management, integrations (SSO, HRIS, etc), Lifted product configurations, Lifted Talent network, and best practices within the context of customer-appropriate workflows
• Build and execute on Customer Success Plans outlining customer approach to maximizing value of the Lifted offerings (ensure Healthy customers)
• Proactively build trusted relationships and maintain continuous engagement with Hiring Managers to drive increased adoption of Lifted offerings (expansion with existing users); including weekly, monthly and QBR meetings with appropriate stakeholders
• Internally, own retention and churn mitigation of existing spend, including an internal Forecast, and partner with Sales on the expansion/growth motion
• Actively participate in full Product feedback loop - provide thoughtful customer-driven product feedback to R&D teams, and represent Product roadmap and vision to the customer
• Work closely with cross-functional partners like Sales, Professional Services, Talent Services, Support, Marketing, Product, Engineering, Implementation, Solution Architects, User Research
• Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations, etc

What it takes to catch our eye:

• 3-5+ years of experience in Customer Success, Account Management, or Sales with direct responsibility for retention targets; experience with large Enterprise customers
• Experience with consumption-based business models, and HR tech, Talent Acquisition, Staffing, VMS/MSP industries a plus
• Proven track record of meeting or exceeding retention goals and business KPIs, commercial orientation and business acumen
• Demonstrated history of building enduring customer relationships with key stakeholders
• Strong consultative skills, including effective discovery, and creative problem solving
• Excellent communication skills, experience leading client meetings, QBRs, product trainings
• Comfort with data-driven storytelling and leveraging data to provide effective recommendations
• Strong project management and time management skills - can stay organized and manage multiple projects simultaneously
• Effective collaboration with cross-functional teams in a matrix environment
• Strong sense of ownership, bias for action, and resilience - you are scrappy, will roll up your sleeves and can make things happen
• Some travel to visit key customer stakeholders