Join a scaling, tight-knit team that’s working directly with innovative talent acquisition teams and thought leaders across various industries and geographies to make hiring a strategic advantage for their organizations. You'll serve as an advisor to our customers and take a consultative approach to ensure customers are setup for long-term success as high performing hiring organizations using the Lever product suite.
As a Customer Success Manager on the Customer Advocacy team, you will be our customers biggest champion and make their voice heard in everything we do- the problems we help solve, the solutions we build and the consultation we deliver. You will do that by building trusting partnerships with our customers and consistently empowering them to achieve their ongoing talent goals with Lever. We advocate for our customers by working across Lever to deliver solutions and share our learnings internally to help shape our products.
We are looking for someone who is experienced in building lasting customer relationships and is passionate about making meaningful contributions to our customer’s success. Don’t be mistaken, this is a challenging career path but also highly rewarding. Are you up for the challenge? If so, stop reading and start applying.
SKILL SET 3+ years of customer relationship or account management experience working in software as a service (SaaS)Solutions and results-oriented mindsetExperienced in customer-facing roles, including analyzing customer accounts, identifying churn signals and account growth opportunitiesHighly organized with strong project management and time management skillsHands-on experience with product training to external customersProven experience delivering value-based communicationsStrong ability to facilitate meetings with customers and users of various levels of seniorityEmpathy for customersExperience with opportunity identification for account expansion and revenue growthPassion and drive to work in a quickly growing startup where you will help shape a new function and the ways we add value with our customers Within 1 MONTH, YOU'LL: Attend Ramp Camp, which is Lever’s week-long version of onboarding where you’ll learn about all aspects of the business with a cross-functional group of new LeveroosMaster Lever’s various product training demo frameworks, customized for various customer stakeholders, demonstrated by hosting sessions independentlyOn a regular basisConduct customer check-ins including planning agendas, documenting interactions and tracking various projects. Also on a regular basis, prepare impact reviews and present to customers in order to achieve alignment with customers and showcase the value Lever with bring to their talent strategy. Frequency is dependent upon the specific customer need as well as their preferred service offerings.Perform and document account health audits in preparation to communicate recommendations back to customers to ensure they're maximizing Lever's impactDevelop proficiency in collecting ongoing customer product feedback to establish an effective feedback loop for customer needs and our product development strategy WITHIN 3 MONTHS: Take ownership of a customer portfolio of a variety of accounts across industries, product offerings and customer segments; begin developing these relationships through email, phone and video calls, webinar trainings, and in-person visitsIdentify the current hiring practices and internal business goals of your customer accountsSuccessfully complete certification for the following areas: Product, Reports & Lever Talent Intelligence (LTI)Shadow five Customer Account Executive (CAE) renewal calls to build an understanding of how to best partner on annual renewals, account expansion, and upsell engagement by the CAE teamTeach customers best practices for using the Lever product suite through webinars and targeted training sessionsBegin pulling user metrics and issue quarterly business reviews to existing customers in order to show customers their areas of excellence and their areas of development in fully leveraging their host of Lever productsEducate customers on the value they are receiving from Lever’s products and why the solutions we provide are essential to their continued recruitment and hiring successesTake a disciplined approach to the prioritization of your workload and delivering on commitments, in order to build rapport and trust in your customer relationship Build credibility and trust with our customers by taking a disciplined approach to project management within your accounts and prioritization of your workload in order to deliver on your commitments and meet deadlines.Partner cross-functionally with Sales and Customer Success functions to ensure a smooth transition from customer onboarding through the annual renewal cycle; serving as the constant point of contact in order to deliver a seamless, high-quality customer experienceBe proactive in strategic planning; deliver value-based messaging to motivate customer actions and continuously plot the course for strong cases for customer renewalsTransition into owning the customer introduction to the Customer Account Executive 90 days prior to the account renewal dat WITHIN 6 MONTHS YOU'LL Utilizing agreed-upon milestones and metrics, you’ll keep customers on course to execute on the success of their plans with Lever.Provide feedback for process improvements which improves our abilities to better serve both external and internal customersHave the confidence to advise, influence, and help them on best practices and strategic recommendations to align Lever’s products and solutions to the achievement of these goalsIdentify our champions within your assigned accounts; ensure customer achievements are highlighted to our internal partners such as marketing in order to communicate those successes externallyGet involved in hiring and growing the team by helping to interview candidatesAdvocate internally for the customer’s needs and develop strong feedback loops within Lever, to continue our customer-centric focus with our products and servicesConfidently handle high-stakes, time sensitive issues with customersEnsure Lever’s success based on the customers specific business case across a 12-month account lifecycleIdentify growth opportunities in customer accounts and collaborate with Customer Account Executives to ensure renewal and upsell attainmentHelp train new Customer Success Managers by participating in team on-boarding sessions Additional Information All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.
