Reporting to the Vice President, Customer Success, the Manager, Customer Success is an essential role within the Customer Success team. This individual will provide leadership for a team of Customer Success Managers that are focused on maintaining customer relationships and providing customers with product expertise and guidance. The goal of the Customer Success team is to delight our customers with top-notch customer care, while holding them accountable for the adoption and usage of Hireology, leading not only to renewal but a satisfied customer that serves as a Hireology evangelist. It is critically important for the Manager, Customer Success to motivate, hold accountable and coach the Customer Success Managers towards optimizing the return on investment for Hireology customers.

Responsibilities:

• Coach, mentor and train a team who play an integral role in ensuring high customer retention
• Track team KPIs to provide transparency into the team's success, and identity initiatives to address areas of opportunity for improvement
• Tackle and solve escalated customer issues
• Lead regular team meetings, fostering team discussion and sharing; ensuring the team is informed of process changes, product updates, and best practices
• Facilitate the recruiting, training, and onboarding of new team members

Qualifications:

• 3+ years B2B sales or account management experience, preferably in a SaaS environment, recruiting or staffing experience a plus
• Bachelor's Degree required
• Must be able to thrive in a growing and ever-changing start-up environment
• Excellent presentation and communication skills
• Superior customer service skills - the ability to be empathetic, compassionate, responsive, resourceful and solution-oriented
• Must be detail oriented, with strong time management skills