Customer Success Manager
HIRED was founded in 1968 to build a pathway for previously incarcerated individuals to gain employment, economic stability and avoid recidivism. Fifty years later, HIRED has grown to become a trusted nonprofit for adults and youth facing employment and education challenges. Today, HIRED serves individuals in almost every corner of the Twin Cities, responding to a wide range of barriers that youth and adults are facing when it comes to finding stable and meaningful employment. Creating economic equity and stability for individuals and families; HIRED is dedicated to cultivating strong and stable families, a prepared and successful workforce, and a more equitable regional economy in the Twin Cities. Annually, we assist 2,400 people through our four program areas – Family Stability, Youth Services, Career Pathways, and Dislocated Worker. We offer a variety of employment and career services that help individuals and families achieve family sustaining wages and career laddering opportunities.
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At Hired we believe we are entering a new era of work, where people are not looking for jobs they are seeking opportunities. Focusing on in-demand technology roles, we intelligently match outstanding people to full-time and freelance opportunities at the world's most innovative companies. By taking the pain out of the job search, we help people build purpose-driven careers and businesses find the talent to fulfill their missions. Ultimately, we want to empower everyone to find and do their best work, from one opportunity to the next.
Hired is headquartered in San Francisco, with offices in cities across North America, Europe, Asia and Australia, and plans to expand into new geographies, industries and job categories. For more information, news and tips for candidates and employers, visit Hireds blog.
ABOUT THE ROLE:
As a Customer Success Manager, you are responsible for engaging with customers post-sales, driving user adoption and satisfaction and ensuring high retention. You are tasked with partnering closely with an Account Manager and managing a portfolio of existing and new subscription business, including Midmarket to Enterprise accounts. You are constantly ensuring that your clients are receiving the maximum value from our product.
It is your responsibility to effectively onboard these accounts, drive usage in the early stages and continuously throughout contract, and build high customer satisfaction. You will work with your accounts to drive adoption, as well as act as the voice of your customers internally at Hired. Creative, energetic and self-driven, you understand customer needs and goals and know how to be a trusted partner so companies stay and grow with Hired.
You can manage numerous customers and contacts at different stages of the customer lifecycle with ease. You also love understanding a product in depth and then communicating that product to the users. You are strategic, analytical and extremely organized. Connecting with people, building valuable relationships and asking strategic questions is something that comes naturally to you.
WHAT WE NEED YOUR HELP WITH: • Manage all post-sales activity for Hired's top business and enterprise customers through strong relationship building, product knowledge, planning and execution • Maintain a deep understanding of the product and speak/train customers about the most relevant features/functionality for their specific business needs • Increase customer retention by conducting regular check-in calls for tactical items, and partner with the Account Manager to analyze and present quarterly business reviews to your executive contacts • Track accounts to identify churn risk and work proactively to eliminate that risk • Function as the voice of the customer and provide internal feedback on how Hired can better serve our business and top customers
WHAT WE LOOK FOR: • 2 - 4+ years in a customer success or account management role, preferably customer facing in a SaaS organization • Strong communication skills and technical aptitude • Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation • Enjoys working closely with customers to ensure complete satisfaction and adoption • A go-getter who takes the initiative to get things done • High attention to detail, with a process and solution oriented mindset • Success and demonstrated knowledge of the startup landscape
THESE WOULD ALSO BE NICE: • Experience in the Recruiting or Talent Solutions industry • Experience sourcing or recruiting • Using Salesforce as a CRM • BA/BS degree or higher from a top university