Customer Success Manager (12-month fixed-term contract)

Company Description

SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.

SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.

1. 12-month fixed-term contract
2. This is a shift-based role, working from 3:00 PM to 11:00 PM CET, with a focus on supporting our U.S.-based customers

Having raving fans has been and will always be one of the most critical competitive advantages we have. The Customer Success Manager will be an individual contributor on a high-performing team that is redefining the client-vendor relationship with our customer. We aim to win the hearts and trust of each and every SmartRecruiters user through a truly unique engagement model fundamentally designed to drive Hiring Success.

What you’ll deliver:

• Collaborate with the GTM team to meet shared revenue goals across assigned accounts
• Drive product adoption and usage by educating customers on new features and releases
• Deliver scalable customer success to a large portfolio of mid-market customers
• Guide customers in leveraging product innovations to increase value over time
• Build strong relationships with stakeholders to ensure satisfaction and successful partnerships
• Share best practices, connect customers with resources, and support peer learning
• Partner with Account Managers to prepare for renewals, identify risks, and highlight delivered value
• Spot and qualify upsell/cross-sell opportunities for Account Managers
• Conduct regular health checks using data insights to ensure engagement and adoption
• Raise and manage risk flags to protect revenue and renewal opportunities
• Grow customer advocacy by identifying referenceable customers, case studies, and content opportunities
• Contribute to community-led education by supporting best practice content and hosting sessions
• Represent the voice of the customer to drive improvements across product and service
• Be a creative team player, working cross-functionally to deliver Hiring Success in new and impactful ways

Qualifications:

• 3+ years of experience in a B2B client-facing role (customer success, professional services, sales, or account management)
• Domain expertise in recruitment and talent management (HRTech space) is essential
• Demonstrated technical acumen and experience supporting customer implementation, adoption, and/or optimization of SaaS solutions
• Experience in working with customers on both a tactical and technical level is essential
• Strong data literacy and an understanding of core TA Metrics. Ability to use data to identify opportunities and communicate value to customers
• Proven track record of managing escalations and driving issues to resolution and advocating on behalf of a customer
• Demonstrated time management and communication skills
• Demonstrated ability to plan and execute against customer priorities and expectations
• Experience with SaaS solutions such as Salesforce, ServiceNow, SAP, Workday, and/or customer success supported platforms preferred
• The ability to effectively manage changing priorities and work in a fast-paced environment is essential

Benefits:

• We support 100% remote work with Wi-Fi reimbursement and an additional stipend for the equipment (the MacBook laptop is provided by us)
• Unlimited fully paid vacation days (yes - it's really unlimited)
• Private Medical Care for you and your dependents (Luxmed)
• Company equity plan
• The company shutdowns twice a year
• Full access to Linked Learning
• Wellness Programme (Multisport Card and even more)

Additional Information

SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.