Customer Success Manager

#Description# What makes Employ unique is that we offer three distinct ATS solutions—JazzHR, Lever, and Jobvite—designed to serve businesses at every stage of growth. We’re also building AI Companions to support recruiters throughout the hiring journey, with a focus on screening, interviewing, and sourcing. We’re deeply committed to data security and compliance, partnering with IBM watsonx.governance to ensure end-to-end, always-on protection. Today, more than 23,000 companies, including e.l.f. Beauty, Shutterfly, Pure Barre, and Spotify, trust Employ to help them hire smarter, faster, and more efficiently. About The Role_What you’ll be doing:_Customer Relationship Management

• Serve as the primary point of contact for a subset of key customer accounts, managing the relationship from onboarding through the customer lifecycle.
• Respond promptly to customer inquiries via ticket and route questions internally as needed. JazzHR CSMs are responsible for identifying and qualifying expansion opportunities (CSQLs) to be handed off to our RSM team. Renewal conversations and upsell execution are now managed by our dedicated Renewals Management team, allowing CSMs to focus on customer success, product adoption, and value realization.

Onboarding Assistance & Product Adoption

• Own the onboarding process for assigned customers, including Plus and Pro customers and dedicated accounts, ensuring a smooth start and successful product adoption.
• Proactively engage with customers using playbooks to drive product adoption and value realization.

Case Management

• Handle more complex customer cases and collaborate with CSMs for resolution of cases from the queue.
• Additionally, assist in managing the ticketing queue for non-assigned customers, helping to resolve their inquiries and issues.

Product Knowledge

• Learn about our products or services inside and out. Stay updated on product updates, new features, and best practices to effectively assist customers and provide accurate information. Host live sessions with customers to answer product questions.

Customer Advocacy And Retention

• Act as a customer advocate within the organization, representing the voice of the customer to internal teams.
• Provide customer trend feedback and insights to product, sales, and marketing teams to continuously improve the customer experience.
• Develop and execute playbook strategies to mitigate churn risks, increase retention, and identify upsell or cross-sell opportunities.

Problem Solving And Escalation Management

• Address customer inquiries, concerns, and escalations in a timely and professional manner.
• Proactively identify risks or challenges and collaborate with cross-functional teams to implement digital based solutions.
• Monitor CSAT & NPS Scores and customer engagement feedback; Respond and action in accordance to CSAT playbooks, expectations and requirements. Be proactive in personal development and coaching needs in order to maintain positive CSAT scores.

Data Analysis And Reporting

• Leverage customer data and analytics to track key performance indicators (KPIs) such as customer health and engagement.
• Generate regular reports and insights to communicate trends, customer success metrics, and opportunities to internal stakeholders

What You’ll Bring

• 2-4 years of experience in a customer-facing role owning your own BoB, preferably in a digital or scaled, high volume and SaaS customer success or account management.
• Experience in managing a ticket queue and working in ticket management software tools: SFDC Service Cloud.
• Demonstrated ability to prioritize customer needs and proactively work towards their success.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers at all levels of the organization.
• Strong ability to multi task and communicate effectively both written and verbally.
• Proven ability to understand customer business requirements and translate them into actionable solutions.
• Customer-centric mindset and a passion for driving customer success.
• Ability to develop and follow key processes, workflows and playbooks.
• Excitement and desire to service and build customer experiences at scale.
• Experience working with CRM software (e.g., Salesforce), customer success platforms (e.g., Gainsight), and other relevant tools preferred.

Employ is an Equal Opportunity employer. Employ is an EVerify employer.