Sr. Client Success Consultant

Job Description

A BIT ABOUT US Lever was founded ten years ago to tackle the most strategic challenge that companies face: how to recruit and hire top talent. We’re building the next generation of hiring software that companies like Netflix, Atlassian, and KPMG rely on to grow their teams. We've rethought the talent acquisition paradigm and are the innovation leaders in our space and are looking for the right people to join us as we scale. We’re extraordinarily proud of the company we’ve built so far (not to mention humbled to be recognized as the #1 place to work in San Francisco, as well as a top workplace in the entire United States). Our people are Lever’s biggest competitive advantage, and we’ll continue investing in our “Leveroos” and people-first culture. THE CHALLENGE We’ve expanded rapidly into the European market and have identified a need for a full-time presence in the same time zone as some of our most dynamic logos. Our clients have global organizations, distributed talent teams, and high growth. In order to be wildly successful, they need a strong partner to help them increase adoption, support strategic initiatives, and serve as a conduit to Lever’s internal teams. You'll lead the charge as their advocate - helping them to maximize value and achieve great outcomes with Lever. THE OPPORTUNITY We are looking for our first outside hire on the Customer Success team in London. This person will be a founding member of our UK team and will manage a portfolio of about 80 high value and high growth accounts. The role is well-suited to someone who is passionate about making meaningful contributions to our clients’ and Lever’s success, is already experienced in building lasting client relationships, and excels at working cross-functionally, both within Lever and with varied client stakeholders. Since you will be a founding member of our team in the UK, an entrepreneurial spirit and a bias for proactive action are a must! Don’t be mistaken, this will be a challenging role. Lever’s largest clients have high expectations, complex workflows, global teams, and deep product needs. With that challenge comes huge opportunity. 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 clients and how Lever is transforming the world of talent!

THE SKILL SET

• 6+ years of experience making clients wildly successful. This could be as a Customer Success Manager, an Account Manager, a Consultant, or another role with an intense client focus.
• Strong commercial acumen required. Track record of having implemented revenue management practices driving accountability and goal alignment; revenue retention and growth strategies including value realization, renewal execution, risk management and customer growth.
• A 'can do' attitude as a founding member of the UK team, with a high level of comfort with ambiguity and change.
• Strong intellectual curiosity and knack for problem solving. Empathy for clients and curiosity to understand their needs and wants. Fluent at asking deep discovery questions.​​Ability to quickly shift gears between different projects and priorities, sometimes pivoting from being in the weeds (ex: escalating open support tickets) to being a strategic advisor (ex: providing workflow best practices) to acting in a consulting capacity (ex: doing discovery for product research).
• Experienced in analyzing client accounts to identify churn signals, account growth opportunities, and ways to expand adoption and increase value.
• Highly organized with strong project management and time management skills.
• Skilled at building relationships and collaborating closely with internal team members across all departments, including Technical Account Management, product, engineering, support, professional services, and executive staff.
• Strong ability to facilitate meetings and trainings with users of various levels of professional seniority and technical aptitude.

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 road map 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.
• 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 net revenue retention goals.
• 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...

• Utilize agreed-upon milestones and metrics to keep clients 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.
• Get involved in hiring and growing the team by helping to interview candidates.
• Advocate internally for the client’s needs and develop strong feedback loops within Lever, to continue our client-centric focus with our products and services.
• Ensure Lever’s success based on the clients specific business case across a 12-month account lifecycle.
• Identify growth opportunities in client accounts and execute on expansion and upsells.
• 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.

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