Customer Success Manager

Role Overview As a Customer Success Manager, you will be involved in the following activities: Responsibilities Client onboarding: Lead the onboarding process for new clients, ensuring a smooth transition to our platform, and collaborate with the Sales team to gather client requirements and customize solutions. Relationship Management & Retention Strategies: Act as an advisor to build and maintain strong, long‑lasting relationships with client stakeholders; serve as the main point of contact for client inquiries, concerns, and feedback; develop and execute retention strategies, including identifying at‑risk accounts and implementing actions to retain them. Account Growth: Identify opportunities for upselling or cross‑selling additional services and features to meet clients’ evolving needs; collaborate with the Sales team to renew and expand client contracts.

Customer Support: Provide exceptional support, addressing inquiries and resolving issues promptly and effectively; offer training and guidance to clients on using our platform to maximize their hiring efforts. Data Analysis and Reporting: Monitor and analyze the performance of client campaigns, providing data‑driven insights and recommendations for optimization; prepare regular reports on key performance metrics to demonstrate value and ROI to clients. Product Feedback: Conduct UATs to provide feedback to internal teams; gather client feedback and insights to help improve product offerings and user experience; advocate for client needs within the organization and collaborate with product teams to drive enhancements.

Customer Success Planning: Develop and execute success plans tailored to each client’s unique goals and challenges; set clear objectives and KPIs; conduct QBRs to discuss campaign performance and present ROI. Customer Advocacy & Health Monitoring: Identify satisfied customers who can become advocates, helping with testimonials, case studies, and referrals; regularly monitor customer health through metrics such as NPS, CSAT, and usage data to proactively address issues. Cross‑functional Collaboration: Collaborate with CSEs and other departments—such as Marketing and Sales—to align messaging and strategies; work with Publishers to optimize client goals.

Competencies Problem Solving – Effectively resolves complex problems; synthesizes data from diverse sources to identify trends; uncovers root causes; presents analysis and recommendations; proactively seeks missing information; reconciles discrepancies. Relationship Management – Cultivates a supportive work environment; collaborates with others in challenging situations; consistently improves project artifacts; acts as a reliable partner. Result Oriented – Maximizes efficient use of time and resources; manages conflicting priorities; meets all deadlines; aligns service delivery with SLAs; implements plans to achieve targets; establishes monitoring processes; applies sound judgment.

Tenacity – Measures progress against targets; acknowledges contributions of others; adapts activities based on feedback; seeks to overcome obstacles; maintains performance despite setbacks; assists others in coping with disappointment. Qualifications BA/BS degree. 4–8 years of work experience, preferably as an Account Manager/Executive delivering excellent customer experience. Go‑getter mindset with a strong role in identifying and converting new business aligned with the organization’s vision.

Hands‑on experience with B2B SaaS products in the HR Tech space preferred. Excellent interpersonal, presentation, and communication skills (both written and oral). Solid experience in Excel and MS Office, including pivot tables and chart‑making for presentations.

Strong organizational and time‑management skills: multitasking, prioritizing, and planning activities efficiently in a fast‑paced environment to meet deadlines. Benefits Competitive salary. Stock options.

Comprehensive benefit package. Supportive and healthy work environment. Joveo is an equal‑opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr