Customer Success Manager
Hiretual • Mountain View, CA, US • Full Time(View all jobs)

Hiretual is an AI-powered talent data system for enterprises. It has been recognized as one of the best data management SaaS for talent acquisition in the market and trusted by 100+ Fortune 500 customers(Amazon, Nike, Paypal, Intel, etc.) 

 

As a Customer Success Manager,  you will:

 

  • Provide excellent support to customers in MM and ENT sectors in order to secure account adoption and success metrics, and continue to increase our retention rate. Starting at the pre-sales pilot stage, this support will continue for the entire post-sales customer lifecycle.

 

  • Responsible for three primary functions, including Proactive and consistent user engagement,  customer troubleshooting, and helping assigned accounts achieve defined success metrics and milestones throughout the customer lifecycle. 

 

  • Required to effectively blend customer-centric, relationship-driven support with a proactive, data-driven approach in order to secure account health and customer success

 

Primary Responsibility

 

  • Increase activity and loyalty levels of all customers through consistent customer outreach Lead high-touch training and support for pre-sales and existing business pilots in collaboration with Account Executive and Account Manager teams

 

    • Be an advisor to Account Owner by distilling the client’s Hiretual experience to  the most important features, functions, and workflows, helping the Account Owner to build value in a short period of time 

 

  • Responsible for executing personalized training and adoption plan for customers from partnership kickoff to successful account renewal and expansion in collaboration with AM team, effectively reducing the time it takes for customers to see value with Hiretual

 

    • Proactively track account adoption, success metrics, and risk factors, to ensure achievement of critical customer milestones and positive customer outcome (account renewal and upsell)

    • Provide timely support to customers via the Intercom chat function

    • Responsible for securing >70% account adoption rate and >100% retention rate month over month 

 

  • Report product bugs, new feature requests, feature improvements

    • Collaborate with the engineering team to resolve product technical issues and communicate with customers about product improvements



Benefits

  • Unlimited growth/promotion space

  • Competitive salary and options

  • 401k plan with a 3% contribution

  • Free daily lunch & dinner

  • Comprehensive medical, dental, and life insurance with 100% coverage

  • Generous PTO policy

  • Commuter benefits

  • Mac or PC - up to you