Who We're Looking For

Customer Success is vital to our long-term success and viability. We will not be successful unless our Employer Partners are truly understanding and benefiting from the value of our services. Victory Lap needs a leader to own these relationships to ensure success. As Client Success Manager you will be responsible for onboarding, adoption, advocacy, retention, and outcomes in the form of candidate placements, renewals, up-sell, and net promoter score.

The Client Success Manager is a crucial role that ensures that our dual-sided marketplace continues to grow. You will be responsible for nurturing our Employer Partners journey through hiring and team development. You will be in charge of understanding the perfect candidate profile and ensuring our partners are happy with who they onboard in addition to making their relationship with Victory Lap a consistent one.

How You'll Make An Impact

• Develop and maintain senior-level client relationships at key accounts
• Build relationships and act as a consultant through the Employer hiring process
• Manage your own portfolio of candidates and clients, both existing and new
• Track Customer Success Management operational metrics and KPI’s and report to company leaders
• Define and optimize customer lifecycle and map customer journey
• Expand our revenue in accounts through identifying cross-sell and up-sell opportunities
• Increase employer advocacy/stickiness/hiring cadence and reduce churn
• Influence future lifetime value through higher product adoption and client satisfaction
• Leverage Marketing and Data Analytics to inform and coach existing Employer Partners
• Define the segmentation of the customer base and varying success strategies
• Identify opportunities for continuous process and people improvement
• Learn from industry best practices and cross-functional training to bring additional value to the team
• Collaborate and use effective communication cross-functionally with sales, recruiting, marketing, and product to ensure the internal team wins as well as external customer and candidate wins
• Maintain a personal presence and high visibility through networking events and client interactions

What We're Looking For

• Minimum of 3-5 years as a sales or customer success manager, enterprise account executive, or an enterprise customer success manager
• Prior involvement in coaching, hiring or mentoring new employees joining your team
• Compelling executive presence in front of customers, partners, employees, board members, etc.
• Exceptional track record of meeting and exceeding quota in previous roles
• A leader who creates loyalty and trust with teammates and clients
• An analytical skill set to drill through key metrics, identify patterns, opportunities and risks, and key performance drivers
• Exhibits the ability to build and implement new processes to streamline communications while keeping the candidate in mind
• Ability to think strategically, execute effectively, and deliver high-quality work against tight deadlines
• An accomplished leader possessing excellent communication skills and organizational awareness
• Demonstrates the ability to roll with the punches and be a creative problem solver
• Lives with a team-first mentality