Director Customer Success and Account Management

About GoodTime

GoodTime empowers individuals and organizations to achieve better outcomes from their hiring process. Powered by the GoodTime Meeting Optimization Engine, the platform automates scheduling, ensures the right participants are involved, and delivers actionable insights to foster more effective interviews.

GoodTime's flagship solution, Hire, enables companies to secure top talent faster through Candidate Relationship Intelligence. By automating 90% of interview management tasks, unlocking data-driven insights, and enhancing experiences with human-centric AI, Hire transforms the recruitment process.

Trusted by over 300 leading companies—including Spotify, Slack, Pinterest, Okta, HubSpot, and HelloFresh—GoodTime is redefining how businesses recruit and meet. Discover more at goodtime.io.

Our Culture of Entrepreneurship is built on three pillars; autonomy, accountability, and collaboration.  As a teammate at GoodTime, you will need to rely on and embody these traits, own your role, and balance autonomy with company alignment.  

You might be a good fit for GoodTime if you:

• Like to work with amazing people
• Are friendly, always willing to lend a helping hand
• Can make a path forward, even in ambiguous situations
• Are humble, able to admit your failures (we’re all human)
• Love to learn, self-taught in many areas
• Are bored without a hard problem to solve
• Enjoy seeing your hard work make real impact, and controlling your own success 

About the Role

The Customer Success & Account Manager Director will work closely with Marketing, Customer Success Manager, Finance, Legal, and Product to minimize attrition (both logos and dollars) and maximize growth potential, all while maintaining accurate forecasting.

This position works remotely and reports to the Chief Customer & Operations Officer.

Key Areas of Responsibility

• Build strong relationships with leadership team and get buy-in 
• Proactively identify potential attrition risks during the term of the contract and engage with the customer (specifically executives) and internal stakeholders (specifically CSMs) to minimize or mitigate these risks, resolve the underlying issue, optimize the financial outcome, maintain forecasts, and drive customer satisfaction
• Provide accurate 90 day rolling forecasts for assigned renewals through accurate maintenance of renewal opportunities and upsell opportunities (not during renewal period)
• Leverage existing processes and reporting as well as lead the creation of new methods for early identification of potential attrition to drive early engagement
• Create replacement contracts (renewals, upsells, downsells) and detailed quotes with approvals
• Provide CS department with regular status updates and accurate visibility to forecasted attrition and growth, and escalate as needed for support
• Provide guidance to the extended team on optimal resolutions for addressing common renewal, growth, contract issues
• Maintain renewal opportunities and associated data as needed to ensure accuracy
• Manage a high volume of engagements concurrently
• Maintain a strong level understanding of the GoodTime Hiring platform value (product and ROI opportunities, as it relates to the industry) to identify new opportunities for growth and/or to close the opportunities surfaced by CSMs
• Work cross-functionally to deliver an incredible customer experience
• Other projects as assigned

Who You Are

• 7+ years of experience and demonstrated success in a Sales, Renewals, or Account Management capacity with a strong focus on negotiating transactions and resolving contractual issues
• 3+ years successfully leading a team of Account Managers and/or Customer Success Managers
• Bachelor’s degree or equivalent experience
• High level of proficiency in Salesforce and Excel
• Experience with a Customer Success Platform (Gainsight, Strikedeck, other)
• Proven track record of quota attainment
• Excellent communication, presentation, and interpersonal skills
• Excellent customer management and negotiation skills
• Strong analytical background with proven problem solving skills
• Capable of explaining complex situations clearly and credibly across all functions and levels of the organization
• Adept at building strong networks and relationships
• Strong self-starter that thrives in a dynamic, fast paced, small team environment that is capable and willing to wear multiple hats
• Proven ability to work at a detailed level with multiple cross-functional internal stakeholders as well as the customer to build a business case and drive consensus
• Recruiting ATS and/or HR Technology experience a bonus

What to Know

• This role involves typical office activities like sitting, using a computer, attending virtual meetings, etc. We are committed to ensuring a safe and inclusive workplace. If you need accommodation to perform the essential functions of this job, please let us know, and we’ll work together to assess what can be provided.
• These job requirements are not designed to cover or contain a comprehensive list of activities or responsibilities that are required of the employee for this job.

Commitment to You

The more diverse and inclusive the workplace, the more our product, community, and company can flourish.  We hire people from many different backgrounds and knowledge areas. As a prospective teammate, you may not “tick” all the boxes here, and we don’t expect you to. If you believe in the vision and values at GoodTime, please apply! We’re proud to support and be an ally to the BIPOC community, LGBTQ+ community, women, veterans, and those recovering from the various effects of the pandemic.

Benefits/Perks

• Remote first culture, with fully paid annual company get togethers for ALL teammates
• Health, Dental, and Short-term Disability plans, with generous employer contribution
• Paid Parental Leave (including adoption placement)
• Flexible time off 
• $500 home office subsidy
• Up to $500 towards self-selected learning and development
• Pre-IPO Stock Options

Remote in United States Only

Please Note: No 3rd Party Agency/Recruiters will be considered.