Customer Success Manager

What is Findem:

Findem is HR 2.0. We’re a fast-growth startup with an ambitious vision and the technology to back it up. Our People Intelligence platform uses true AI and machine learning to provide critical solutions for talent acquisition and people analytics functions. With the deep insights that our platform provides, companies can build more engaged and diverse teams, and close their talent gaps faster. We have an amazing opportunity to establish ourselves as leaders in this space, and we need strong advocates to help us achieve that goal.

We’re backed by top-tier investors including Wing Venture Capital – the same firm that backed Snowflake, Cohesity, and Gong. Findem powers businesses across scaling, pre-IPO, and publicly traded companies who trust us to solve their biggest HR and Talent challenges. We have an incredibly skilled and collaborative team that values curiosity, diversity, openness and building great experiences every day for our customers. By joining Findem, you will have the unique opportunity to help define what the future of HR looks like for every business.

Job Description:

Summary: As a Customer Success Manager (CSM) at Findem, you’ll play a pivotal role in shaping the company's strategic trajectory by orchestrating customer-centric operational excellence. Because we're a small startup, you will help shape the growth and operations of the CSM team. You will devise tailored strategies to drive customer business outcomes, satisfaction and retention, collaborate cross-functionally within the organization to align products, services, and support with customer expectations. You will proactively identify opportunities for improvement, monitor customer feedback, and guide clients towards maximizing the value of their partnership.

Key Responsibilities:

Account Management:

- Develop a deep understanding of each customer's business goals, challenges, and objectives.

- Create and maintain customer success plans that outline clear goals, milestones, and actions to drive value for the customer.

- Regularly check in with customers to assess their satisfaction, address any issues, and identify upsell or cross-sell opportunities.

Customer Onboarding:

- Guide new customers through the onboarding process, helping them set up and configure our software to meet their specific needs.

- Provide training and resources to ensure customers have a smooth and efficient onboarding experience.

Product Expertise:

- Maintain a comprehensive knowledge of our software products, including new features and updates.

- Proactively educate customers on best practices and recommend solutions that align with their business needs.

Customer Advocacy:

- Foster strong relationships with customers, acting as their advocate within the company.

- Gather customer feedback and relay it to the product development team to influence product improvements.

Issue Resolution:

- Collaborate with the support team to resolve customer issues and ensure timely resolution of any technical problems.

Customer Communication:

- Keep customers informed about product updates, maintenance, and any relevant news.

- Deliver regular progress reports and business reviews to customers.

Qualifications:

• Proven experience in Talent Acquisition operations, managing vendor relationships and driving engagement of tools & systems OR implementing, enabling and servicing customers on a multi-product, platform SaaS product
• 3-5 years experience in delivering large scale projects for Talent Acquisition teams (e.g. deploying new tools & systems) OR managing large, global customers through the full post-sales customer journey
• Ability to understand a customer’s executive priorities through discovery, research & assumptions
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive attitude.
• Technical aptitude and the ability to understand software products and solutions.
• Knowledge of CRM software and customer success management tools is a plus.
• Ability to work independently and as part of a cross-functional team.
• Strong organizational skills and attention to detail.

Benefits:

• Competitive salary and performance-based bonuses.
• Health, dental, and vision insurance.
• 401(k) retirement plan.
• Flexible working arrangements.
• Friendly and collaborative work environment.