Customer Success Manager

Role Overview

As a Customer Success Manager, you will be involved in the following activities:

Responsibilities

• Client onboarding: Lead the onboarding process for new clients, ensuring a smooth transition to our platform, and collaborate with the Sales team to gather client requirements and customize solutions.
• Relationship Management & Retention Strategies: Act as an advisor to build and maintain strong, long‑lasting relationships with client stakeholders; serve as the main point of contact for client inquiries, concerns, and feedback; develop and execute retention strategies, including identifying at‑risk accounts and implementing actions to retain them.
• Account Growth: Identify opportunities for upselling or cross‑selling additional services and features to meet clients’ evolving needs; collaborate with the Sales team to renew and expand client contracts.
• Customer Support: Provide exceptional support, addressing inquiries and resolving issues promptly and effectively; offer training and guidance to clients on using our platform to maximize their hiring efforts.
• Data Analysis and Reporting: Monitor and analyze the performance of client campaigns, providing data‑driven insights and recommendations for optimization; prepare regular reports on key performance metrics to demonstrate value and ROI to clients.
• Product Feedback: Conduct UATs to provide feedback to internal teams; gather client feedback and insights to help improve product offerings and user experience; advocate for client needs within the organization and collaborate with product teams to drive enhancements.
• Customer Success Planning: Develop and execute success plans tailored to each client’s unique goals and challenges; set clear objectives and KPIs; conduct QBRs to discuss campaign performance and present ROI.
• Customer Advocacy & Health Monitoring: Identify satisfied customers who can become advocates, helping with testimonials, case studies, and referrals; regularly monitor customer health through metrics such as NPS, CSAT, and usage data to proactively address issues.
• Cross‑functional Collaboration: Collaborate with CSEs and other departments—such as Marketing and Sales—to align messaging and strategies; work with Publishers to optimize client goals.

Competencies

• Problem Solving – Effectively resolves complex problems; synthesizes data from diverse sources to identify trends; uncovers root causes; presents analysis and recommendations; proactively seeks missing information; reconciles discrepancies.
• Relationship Management – Cultivates a supportive work environment; collaborates with others in challenging situations; consistently improves project artifacts; acts as a reliable partner.
• Result Oriented – Maximizes efficient use of time and resources; manages conflicting priorities; meets all deadlines; aligns service delivery with SLAs; implements plans to achieve targets; establishes monitoring processes; applies sound judgment.
• Tenacity – Measures progress against targets; acknowledges contributions of others; adapts activities based on feedback; seeks to overcome obstacles; maintains performance despite setbacks; assists others in coping with disappointment.

Qualifications

• BA/BS degree.
• 4–8 years of work experience, preferably as an Account Manager/Executive delivering excellent customer experience.
• Go‑getter mindset with a strong role in identifying and converting new business aligned with the organization’s vision.
• Hands‑on experience with B2B SaaS products in the HR Tech space preferred.
• Excellent interpersonal, presentation, and communication skills (both written and oral).
• Solid experience in Excel and MS Office, including pivot tables and chart‑making for presentations.
• Strong organizational and time‑management skills: multitasking, prioritizing, and planning activities efficiently in a fast‑paced environment to meet deadlines.

Benefits

• Competitive salary.
• Stock options.
• Comprehensive benefit package.
• Supportive and healthy work environment.

Joveo is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

#J-18808-Ljbffr…