Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Collaborate with our clients to fulfill their Talent/Workforce and Business objectives by promoting adoption among Hiring Managers and demonstrating the value of the Lifted offerings.

• Deliver expert guidance and training on Workforce talent sourcing/management, integrations (such as SSO, HRIS, etc.), Lifted product configurations, the Lifted Talent network, and best practices tailored to customer-specific workflows.

• Develop and implement Customer Success Plans that detail the customer strategy for maximizing the value derived from Lifted offerings (ensuring customer health).

• Proactively cultivate trusted relationships and maintain ongoing engagement with Hiring Managers to enhance the adoption of Lifted offerings (expanding with current users); this includes conducting weekly, monthly, and quarterly business reviews with relevant stakeholders.

• Internally, take ownership of retention and churn reduction for existing expenditures, including maintaining an internal forecast, and collaborate with Sales on expansion and growth initiatives.

• Actively engage in the full Product feedback loop by providing insightful, customer-driven product feedback to R&D teams and conveying the Product roadmap and vision to customers.

• Collaborate closely with cross-functional partners, including Sales, Professional Services, Talent Services, Support, Marketing, Product, Engineering, Implementation, Solution Architects, and User Research.

• Exercise sound judgment, a customer-centric approach, and a proactive attitude in resolving issues through effective collaborative problem-solving and appropriate escalations.

⛳️ Requirements

• 3-5+ years of experience in Customer Success, Account Management, or Sales with direct accountability for retention targets; experience with large Enterprise customers is preferred.

• Familiarity with consumption-based business models, HR technology, Talent Acquisition, Staffing, and VMS/MSP sectors is advantageous.

• Proven success in meeting or surpassing retention targets and business KPIs, showcasing commercial orientation and business acumen.

• A demonstrated history of fostering long-lasting customer relationships with key stakeholders.

• Strong consultative abilities, including effective discovery processes and innovative problem-solving skills.

• Exceptional communication skills, with experience leading client meetings, QBRs, and product training sessions.

• Comfort with data-driven storytelling and utilizing data to make effective recommendations.

• Excellent project management and time management skills - capable of staying organized while managing multiple projects at once.

• Ability to collaborate effectively with cross-functional teams in a matrixed environment.

• A strong sense of ownership, a proactive mindset, and resilience - you are resourceful, willing to roll up your sleeves, and can drive results.

• Willingness to travel to meet key customer stakeholders in person.

🏝️ Benefits

• Comprehensive medical coverage for you and your family.

• Unlimited PTO.

• 401(k) plan with matching contributions.

• 12 weeks of paid parental leave.