Findem is the AI platform for talent outcomes. Its Labeling Engine transforms billions of unstructured people data points into verified Success Signals — context about what drives success — and Relationship Signals — insight into how people are connected and where influence flows. Together, these give customers a competitive edge in hiring, executive search, mobility, learning, development and workforce planning. That’s why leaders rely on Findem to improve pipeline quality, reduce costs, and deliver faster, more consistent talent impact. Named one of America’s Most Innovative Companies, Findem is redefining how organizations turn people data into business advantage.
Role Overview
The Senior CSM will directly manage a portfolio of Findem’s largest and most strategic customers while also serving as an overlay and advisor across the broader customer base. This role will drive consistency, foresight, and cross-functional alignment in how Findem delivers value and mitigates risk across all accounts.
The Senior Customer Success Manager owns the operational relationship - including success planning and business objectives alignment and attainment for a portfolio of Findem's enterprise customers. The role exists to protect and grow recurring revenue by ensuring each customer realizes measurable value from the Findem platform — faster time to hire, stronger pipeline quality, improved candidate quality, and greater recruiter productivity — and by identifying and resolving risk well before it reaches a renewal decision.
Operating as the customer's primary strategic product partner, the Senior CSM translates each customer's talent strategy into an executable success plan, drives adoption across Findem's offerings, and serves as the customer's internal advocate across Product, Marketing, Support, and Implementation. Accountability sits with retention, adoption depth, reference-ability, and expansion readiness across the assigned book.
What You'll Do
- Serve as the primary CSM for a defined portfolio of Findem's enterprise customers
- Build and own success plans tied to each customer's stated business objectives; review and update them on a defined cadence
- Support executive-level business reviews (QBR/EBR) with talent and HR leadership, grounded in adoption and impact data
- Partner with Account Management to own the renewal path and identify expansion opportunities
- Drive measurable adoption of Findem's platform, agents, and services across each account's recruiting teams
- Run enablement sessions — new user kickoffs, sourcing jams, search coaching, campaign workshops — and coordinate Findem University resources
- Deliver regular reporting on product adoption, support ticket trends, and areas of opportunity
- Translate platform usage into business impact the customer's leadership recognizes and will defend at budget time
- Monitor Customer Health and usage signals to detect at-risk relationships early
- Own and execute risk and recovery plans, coordinating internal resources and escalations
- Maintain accurate account health, activity, and renewal-risk data in Planhat
- Flag champion departures, org changes, and ATS or tech-stack changes as leading risk indicators
- Act as the voice of the customer to Product, synthesizing feedback into prioritized roadmap input
- Partner with Implementation on clean transitions from go-live into adoption
- Work with Support on escalation resolution
- Contribute to CS team development
- Manage risk to support AM renewal and expansion signals accurately for assigned accounts
- Support Account Management in expansion and multi-product conversations
- Develop referenceable customers and advocates for Marketing and Sales
Strategic account ownership
Adoption and value realization
Commercial contribution
Your Working Experience
- 8+ years in Customer Success, Account Management, or consulting in a B2B SaaS environment, with at least 4 years owning enterprise-tier accounts
- Demonstrated ownership of a recurring-revenue book with direct accountability for customer health and retention
- Direct talent acquisition, recruiting, or HR technology domain experience strongly preferred — credibility with TA leaders is a differentiator in this role
- Experience supporting customers through platform implementation, enablement, and change management
- Proven ability to influence across teams without direct authority.
- Excellent executive communication and strategic problem-solving skills
- Ability to influence across Product, Support, and Sales without direct authority
Benefits & Perks
- Competitive base + performance-based compensation
- Unlimited PTO
- Generous healthcare coverage for you and your family
- Home office and productivity setup stipend
- Professional development budget and executive coaching access
- Equity grants that align your success with ours
Skills Required
- 8+ years of experience in Customer Success, Account Management, or consulting in a B2B SaaS environment
- At least 4 years owning enterprise-tier accounts
- Experience owning a recurring-revenue book with accountability for customer health and retention
- Direct talent acquisition, recruiting, or HR technology domain experience
- Experience supporting customers through platform implementation, enablement, and change management
- Ability to influence across teams without direct authority
- Excellent executive communication and strategic problem-solving skills
- Ability to influence across Product, Support, and Sales without direct authority
Findem Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Findem and has not been reviewed or approved by Findem.
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Healthcare Strength — Company materials describe comprehensive medical, dental, and vision coverage for employees and dependents, with most costs covered by the employer. This signals strong core health benefits designed to support employees and their families.
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Equity Value & Accessibility — Employees are granted company equity, with postings highlighting equity grants as part of standard packages. This ensures team members share in the company’s achievements and potential upside.
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Leave & Time Off Breadth — Policies include flexible PTO that encourages rest and recharge, alongside dedicated parental leave supporting families. References to wellness days and paid holidays further reinforce breadth of time-off options.
Findem Insights
What We Do
Findem is the AI platform built for talent decisions. Its Labeling Engine transforms billions of unstructured people data points into verified Success Signals — context about what drives success — and Relationship Signals — insight into how people are connected and where influence flows. Together, these give customers a competitive edge in hiring, executive search, mobility, learning, development and workforce planning. That’s why leaders like Nutanix and RingCentral rely on Findem to improve pipeline quality, reduce costs, and deliver faster, more consistent talent impact. Named one of America’s Most Innovative Companies, Findem is redefining how organizations turn people data into business advantage. Learn more at www.findem.ai.
Why Work With Us
At Findem, we’re building a fast-paced culture of experimentation. Our global team of product innovators, talent experts, and former practitioners collaborates to solve some of talent acquisition’s most persistent challenges. We’re motivated by the potential to transform talent and solve our customers’ problems in new ways.
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