Senior Customer Success Manager

Job Description

A BIT ABOUT US Lever's vision is connecting human potential to meaningful work. Hiring is the most strategic challenge that every company faces, and Lever is one of the most recognized brands in talent acquisition software. As the innovation leader in our space, we are searching for great people to join us and push further. We are proud of the company we’ve built so far, but we are even more excited for what is yet to come. Our 5000+ customers include global leaders, startups that are disrupting industries, and businesses around the world. Lever has raised $123 million in funding, most recently a $50M Series D in November 2021. With an overall gender ratio of 50:50 women and men, Lever is also fiercely committed to building a team culture that celebrates diversity and inclusion. We have been certified as a “Great Place to Work”, along with “Best Company Outlook 2022,” and “Forbes Best Startup Employers 2022,” and the list keeps growing! Our people are Lever’s biggest competitive advantage. For more information on our team culture, visit https://inside.lever.co/ . THE CHALLENGE As Lever continues to grow, we need Customer Success Managers to champion our customers' needs and voices. We're lucky to receive a lot of feedback and recommendations from our customers, and we need to continue to have a conduit of that information to our internal teams here. You'll help lead the charge as our first team members as we continue to add customers to our roster globally! THE OPPORTUNITY We are looking for someone who is experienced in building lasting customer relationships and is passionate about making meaningful contributions to our customers' success. Don’t be mistaken, this is a challenging career path but also highly rewarding. Are you up for the challenge? THE TEAM Join a scaling, tight-knit team that’s working directly with innovative talent acquisition teams and thought leaders across various industries and geographies to make hiring a strategic advantage for their organizations. Our team members have a variety of backgrounds, but one thing unites them all--their love for our customers and how Lever is transforming the world of talent!

THE SKILL SET

• 5+ years CSM relationship or account management experience working in software as a service (SaaS)
• Solutions and results/goals-oriented mindset
• Sales background; quota carrying with a track record of success in selling
• Experienced in: customer-facing roles, renewal & revenue generation (sales) execution, analyzing customer accounts, identifying churn signals, account growth opportunities, presenting and selling to across C-suite level decision makers, identifying commercial opportunities and providing value-based solutions, building relationships and collaboration closely with team members across all of Lever’s departments and stakeholders, forecasting and pipeline management
• Highly organized with strong project management and time management skills. Hands-on experience with product training to external customers
• Proven experience delivering value-based communications
• Strong ability to facilitate meetings with customers and users of various levels of professional seniority
• Empathy for customers and curiosity to understand their needs and wants
• Opportunity identification for account expansion and revenue growth. Passion and drive to work in a quickly growing startup where you will help shape a new function and the ways we add value with our customers

WITHIN 1 MONTH YOU'LL

• Complete Ramp Camp, our onboarding program designed to get you up to speed on our business, vision and team and gain an understanding about how your role fits into Lever's broader organization.
• Master Lever’s various product training demo frameworks, customized for various customer stakeholders, demonstrated by hosting sessions independently.
• Complete sales certification which includes delivering a mock pitch and product demonstration.
• Learn Lever’s customer sales process including go-to-market messaging, key differentiators, and segment-specific value propositions.
• Develop proficiency in collecting ongoing customer product feedback to establish an effective feedback loop for customer needs and our product development strategy.
• Learn to communicate the product roadmap and new product releases/updates to customers.
• Learn about the software and sources of information CSMs use regularly to work with customers.
• Learn the escalation path to appropriately handle support issues and customer concerns.
• Learn to perform and document account health audits in preparation to communicate recommendations back to customers to ensure they're maximizing Lever's impact.
• Within 3 weeks of onboarding activities, take ownership of a customer portfolio of a variety of accounts across industries, product offerings and customer segments. Begin developing these relationships through email, phone and video calls, and webinars
• Within 4 weeks, schedule customer consultation sessions, check-ins, and Business Impact Reviews which include planning agendas, documenting interactions, tracking various projects, and showcase the value Lever brings to their talent strategy. The frequency of customer meetings is dependent upon the specific customer service offering and needs.
• Within 6 weeks, successfully complete certification for the following areas: Product, Reports & Lever Talent Intelligence (LTI).

WITHIN 3 MONTHS YOU'LL

• After the successful completion of both sales and product certifications, have the confidence to advise, influence, and help customers with the adoption of best practices recommendations that align Lever’s products and solutions with the achievement of their unique recruitment and hiring goals.
• Identify the current hiring practices and internal business goals of your customer accounts.
• Understand the contractual language of all your customers and where we need to “shore up” existing contracts to ensure ongoing success for Lever.
• Own your quota by consistently achieving your logo retention, net-retention, renewal, and expansion targets.
• Use all customer conversations, available tools, and data sources to research important details about existing customers (companies’ latest venture capital funding, hiring goals, stakeholders, adoption and success metrics/criteria, etc.).
• Build Account Plans for the top quarter of your customers within your account portfolio and align key internal Leveroos to ensure timely renewals and expansions.
• Perform the required consultative deliverables within the respective customer’s annual journey as part of their service offering.
• Teach customers best practices for using the Lever product suite through webinars and targeted training sessions.
• Educate customers on the value they are receiving from Lever’s products and why the solutions we provide are essential to their continued recruitment and hiring successes.
• Build credibility and trust with our customers by taking a disciplined approach to project management within your accounts and prioritization of your workload in order to deliver on your commitments and meet deadlines.
• Partner cross-functionally with Sales and Implementation functions to ensure a smooth transition from customer onboarding through the annual renewal cycle; serving as their consistent point of contact in order to deliver a seamless, high-quality customer experience.
• Be proactive in strategic planning; deliver value-based messaging to motivate customer actions and continuously plot the course for strong cases for customer renewals.
• Execute customer renewal cycles between 120-90 days prior to the accounts respective subscription end date.

WITHIN 6 MONTHS YOU'LL

• Utilizing agreed-upon milestones and metrics, you’ll keep customers on course to execute on the success of their plans with Lever.
• Provide feedback for process improvements which improves our ability to better serve both external and internal customers.
• Identify our champions within your assigned accounts; ensure customer achievements are highlighted to our internal partners such as marketing in order to communicate those successes externally
• Get involved in hiring and growing the team by helping to interview candidates.
• Advocate internally for the customer’s needs and develop strong feedback loops within Lever, to continue our customer-centric focus with our products and services.
• Ensure Lever’s success based on the customers specific business case across a 12-month account lifecycle.
• Identify growth opportunities in customer accounts and execute on expansion and upsells.
• Help train new Customer Success Managers by participating in team on-boarding sessions.
• Consistently exceed your expansion revenue targets as well as keeping your renewal rates on-target.

WITHIN 12 MONTHS YOU'LL

• Take a methodical approach to strategic planning in each of your owned accounts; plotting out a 12-month roadmap which continuously progresses the customer towards their specific platform goals, account growth, and overall success with Lever.
• Facilitate quarterly discovery conversations and perform account health checks to proactively identify opportunities to increase the value add of Lever offerings and advocate to expand the footprint of Lever within your owned customers’ business.
• Leverage the Customer Success Manager competency model and partner with your Manager to create a career development path to help you progress within the Customer Success team.

Is this role not an exact fit? Sign up to stay in touch, we'll let you know when we have new positions on the team. The Lever Story Lever is a leading Talent Acquisition Suite that makes it easy for talent teams to reach their hiring goals and to connect companies with top talent. Lever is the only platform that provides all talent acquisition leaders with complete ATS and robust CRM capabilities in one product, LeverTRM. The LeverTRM features allow leaders to scale and grow their people pipeline, build authentic and long-lasting relationships, and source the right people to hire. Lever Analytics provides customized reports with data visualization, see offers completed and interview feedback, and more, to inform strategic decisions between hiring managers and executives alike. Our platform also enables companies to hire with inclusivity in mind, helping eliminate any hiring bias. Lever supports the hiring needs of over 5,000 companies around the globe including the teams at Netflix, Spotify, Atlassian, KPMG, and Nielsen. For more information, visit https://www.lever.co . California residents applying for positions at Lever can see our privacy policy here . #LI-AM1 #BI-REMOTE Apply for this job