Manager of Customer Success, Prime

Job Description

Our mission:
As the world’s number 1 job site, our mission is to help people get jobs. We need talented, passionate people working together to make this happen. We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers.
The team:
In Client Success, our promise is to deliver best in class service to our clients, partners, and teammates worldwide. We focus on collaboration, the ability to adapt to client needs, and a passionate approach to service. We help our clients navigate through the ever-changing recruitment advertising landscape. A successful Client Success team member at Indeed is a service-obsessed, tech savvy, data-oriented, and team focused professional that supports clients using our multiple advertising products. An ideal person for this role is someone who thrives on building relationships, and executes with the client as the top priority. Our team members are true problem solvers who do not slow down until the perfect hiring solution is found. Every month, over 250 million job seekers count on Indeed to help them find jobs by publishing their resumes, processing their job applications, supplying company data, and providing a safe and secure job search platform. Our clients rely on us to connect them to qualified candidates for their job openings. Simply put, we help our clients help people get jobs. The base salary range below represents the low and high end of the Indeed salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Indeed's total compensation package for employees. Other rewards include quarterly bonuses, Long Term Incentive Plan units, an open Paid Time Off policy, and many region-specific benefits. Austin Base Salary Range: 104,000 - 150,000 USD
Your job:
About the Role
Prime’s Manager, Customer Success will lead two of our largest teams (~30 team members). One team currently focuses on serving our employer clients and one team on our jobseekers. Your job will be to create a world class customer team which can maximize the value we provide to our customers on both sides of our marketplace. You and your team will accomplish this through both direct customer service and by channeling the right feedback and insights to other key internal stakeholders (including Product, Marketing, and Sales).
Responsibilities:

• Create a culture which puts the customer’s needs first and delivers continuous innovation to those customers
• Manage and mentor our customer teams
• Drive accountability for customer outcomes and KPIs
• Define and optimize the customer lifecycle and customer maturity roadmap, and provide your teams with the strategy and tools to support customers through each lifecycle stage
• Align your team with (and collaborate closely with) other key internal stakeholders, including Senior Leadership, Product, Marketing, and Sales

About you: Requirements:

• A passion for helping people to achieve their goals
• 10+ years experience in a directly relevant customer-facing role
• 5+ years experience leading a customer success team
• SaaS and/or two-sided marketplace experience is highly desirable
• Experience with both an enterprise customer base and a consumer user base is highly desirable
• Excellent stakeholder management skills and a proven ability to build strong relationships and trust throughout the organization (including senior leadership)
• Creative problem-solving and analytical skills; ability to break down problems by synthesizing both qualitative and quantitative data
• Ability to work in a fast-paced environment and to strike a highly effective balance between process and adaptation
• Sound business judgment and strategic thinking - desire and ability to understand the overall needs and objectives of the business
• Excellent interpersonal, verbal and written communication
• Industry experience/insight in the tech hiring space is a plus, but not required
• Experience with career development is a big plus, but not required

Benefits & Perks:

• Passionate, talented teammates who want to be the best and are willing to do what it takes to get there
• A mission- and values-driven organization
• Open PTO
• Competitive salaries and bonus program
• Medical, Dental and Vision coverage
• Commuter benefits
• Wellness initiatives (incentive programs, fitness classes)
• Retirement plan with company match (401K)
• Catered meals, endless snacks and drinks
• Weekly happy hours
• Casual dress code
• Employee development opportunities
• Flexible Work Arrangements

Indeed provides a variety of benefits that help us focus on our mission of helping people get jobs.
View our bounty of perks: [1] http://indeedhi.re/IndeedBenefits
View Indeed's Applicant Privacy Terms: [2] https://www.indeed.com/legal/applicant-privacy