Senior Customer Success Manager

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

📋 Description

• Act as the primary Customer Success Manager (CSM) for a designated portfolio of Findem's enterprise clients.

• Create and manage success plans aligned with each customer's defined business goals; regularly review and update these plans.

• Facilitate executive-level business reviews (QBR/EBR) with talent and HR leadership, based on adoption and impact metrics.

• Collaborate with Account Management to oversee the renewal process and identify opportunities for expansion.

• Promote measurable adoption of Findem's platform, agents, and services across the recruiting teams of each account.

• Conduct enablement sessions, which include new user kickoffs, sourcing jams, search coaching, and campaign workshops.

• Provide consistent reporting on product adoption, support ticket trends, and potential areas for improvement.

• Convert platform usage data into recognized business impact for customer leadership.

• Track Customer Health and usage signals to identify at-risk relationships early on.

• Develop and implement risk and recovery plans while coordinating internal resources and escalations.

• Ensure accurate account health, activity, and renewal-risk data is maintained in Planhat.

• Identify champion departures, organizational changes, and modifications to ATS or tech-stack as early indicators of risk.

• Serve as the voice of the customer to the Product team and consolidate feedback into prioritized input for the roadmap.

• Collaborate with Implementation on the transition from go-live to adoption phases.

• Partner with Support to resolve escalation issues.

• Contribute to the development of the Customer Success team.

• Assist Account Management in discussions regarding expansion and multi-product opportunities.

• Cultivate referenceable customers and advocates for Marketing and Sales efforts.

⛳️ Requirements

• Over 8 years of experience in Customer Success, Account Management, or consulting within a B2B SaaS environment, including at least 4 years managing enterprise-tier accounts.

• Proven track record of managing a recurring-revenue portfolio with direct responsibility for customer health and retention.

• Strong preference for direct experience in talent acquisition, recruiting, or HR technology domains.

• Experience in supporting customers through platform implementation, enablement, and change management processes.

• Demonstrated ability to influence cross-functional teams without direct authority.

• Exceptional executive communication skills and strategic problem-solving capabilities.

• Ability to navigate relationships across Product, Support, and Sales teams without direct authority.

🏝️ Benefits

• Competitive base salary combined with performance-based compensation.

• Unlimited paid time off (PTO).

• Comprehensive healthcare coverage for you and your family.

• Stipend for home office and productivity setup.

• Budget for professional development and access to executive coaching.

• Equity grants that align your success with the company's success.