We are looking for an experienced Senior Customer Success Manager with a strong background in retaining, managing and expanding a direct account portfolio to join our growing Customer Success team.

The ideal candidate is a strong team player and collaborator with a passion for driving a top-notch customer experience and building exceptional and long-lasting partnerships on our top accounts. The ability to understand scale and time management will also be key, as we're looking for someone to effectively segment account engagement and touch points based on each account. Lastly, this role will also be critical in building the foundation of our Success team.

If you're notafraid to roll up your sleeves are willing to contribute to building processes and developing best practices that enable the Success function to scale when you're not focused on delighting our customers, we'd love for you to join our team!

About Crelate

Crelate is a remote-first, growth equity backed, fast-growing B2B SaaS business with almost 2000 customers. We are on a mission to help more people connect with better job opportunities by delivering enterprise-quality talent software to businesses of all sizes. To do this, we have built the fastest, easiest, and most beautiful recruiting software on the market, for businesses that are centered around talent. We need your help to continue to drive our exceptional growth!

While our teams work 100% remote, we can only consider candidates who are physically in one of our hiring areas. Please check the job application to see where we’re currently hiring!

Key Responsibilities

• Managing customer relationships with a portfolio of assigned clients and acting as a key customer resource.
• Building and maintaining a strong and trusted relationship with key client decision makers to become a strategic partner. Ensuring clients derive maximum value from our product.
• Identifying risks for success to proactively engage clients. Craft and execute plan for retention and expansion within your portfolio by understanding unique customer business practices and challenges.
• Generating engagement and expansion through relationship building and content creation to ensure scalable solutions.
• Execution on retention goals. Ability to forecast renewal and expansion opportunities and take ownership for individual performance.
• Building comprehensive product knowledge while continuing to learn as new releases ship. Ability to speak to value of current and future feature sets.
• Becoming a voice for your portfolio. Understanding when features may lead to retention risks to voice to internal leadership.

What sets you apart:

• 5+ years of experience supporting B2B SaaS clients as a Customer Success Manager
• Track record of customer retention and expansion & experience with direct revenue-based goals
• Demonstrated results driven performance
• Experience with a CRM/ATS and/or in the hiring world

What else do we look for?

• Strong customer empathy. You are passionate about customers as people and businesses. You’ll build a deep understanding of their needs by speaking with and supporting them. With this, you will create better connections with our customers.
• Sense of urgency. You recognize urgent issues in need of resolution and do not hesitate to act.
• Data-driven. You use data to guide decisions and optimize results.
• Passion for product. You love being part of a product; you find ways to use our product every day and think of ways to make the product better. With this, you will improve your craft and better enable the success of our customers.
• Unwavering Curiosity. You love to learn, better yourself, the people and things around you. Not knowing and growing motivates you to new heights.
• Organized and an eye for detail. You have excellent organizational skills and pixel-perfect attention to detail. You follow-up and drive things to done.
• Communication. You have excellent presentation, analytical, written and verbal communication skills.
• You get it done. In the face of uncertainty, and multiple competing priorities you have a tremendous bias for action. Through collaboration and creative solutions, you deliver success.

What We Offer You

• Opportunities to learn and help shape the customer experience
• Startup life, with a relaxed, yet high stakes work environment
• Awesome coworkers who care about their work and each other
• Competitive benefits including:
• Flexible spending and dependent care accounts
• Medical, Dental and Vision coverage
• 401k with matching
• Long and short-term disability insurance
• A generous paid leave policy, which includes up to 14 days of office holidays (including a company-wide winter break)

Our Culture

We’re entrepreneurial, passionate and relentless about our customer’s success. Everyone on the team talks and works directly with customers. Period. We share a collective passion for success, but not at any cost. We are striving to build an amazing product and a great business. This is no trivial task, and we lean on each other as we iterate towards our goal. We value transparency, passion, effort, results, and growth.