Customer Success Manager

Customer Success Manager

As a Customer Success Manager on the Commercial team, you will be responsible for leading consultative conversations, participating in business reviews, analyzing key performance metrics, and ensuring our clients' ongoing success. You will become an industry expert with a focus on the Talent Acquisition (TA) space and work to establish yourself as a trusted advisor. Equipped with leading industry tools including Gainsight, you'll guide customers on product and industry best practices, and help to continually update mutual success plans. You'll also provide forecast reporting. With the support of internal cross-functional teams, you'll provide superior experiences resulting in a high rate of renewals.

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

• Successfully complete company training programs to build expertise in the iCIMS Talent Cloud products and TA industry.
• Partner with cross-functional teams including account management and professional services to understand customer business objectives, products purchased, challenges, hiring strategy and maturity, technology stack, and more.
• Leverage Gainsight and analytics platforms to build a deep understanding of customer adoption, data insights, and process while understanding overall account health.
• Collaborate with the Account Manager to support the business review process by providing relevant account data.
• Partner internally on the overall customer journey to ensure customer satisfaction. This may include supporting a customer with questions about the solutions, providing best practices, conducting product deep dives, and routing questions to the appropriate resource.
• Support customer understanding of the iCIMS support model and training resources to drive proficiency and self-service capability.
• Effectively prioritize customer projects to ensure achievement of SLAs while keeping internal partners informed.

Qualifications

• 1-2 years experience in a customer facing role for a solutions-based organization with accountability for customer support, renewals, expansion, or training, or experience in a talent acquisition/human resources role.
• A passion for assisting customers solve business issues with advanced technology solutions.
• Ability to use data and analytics to create practical insights to build customer strategic plans.
• Experience forming relationships with multiple customer personas to align business goals to technology strategy and support their continued success.
• Ability to prioritize competing requests from customers, partnering internally with key collaborators to ensure success.

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics.

Compensation and benefits include a base pay range of ($55,000-$57,000) and additional compensation may include quarterly commissions, as applicable. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure.