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Senior Customer Success Manager EMEA

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

California (USA), United States

Offer summary

Qualifications:

Bachelor’s degree in Business, Marketing, or related field, Minimum 3 years customer success experience in HR tech, managing mid-market and enterprise accounts.

Key responsabilities:

Ensure high customer satisfaction through response management and onboarding oversight
Build strategic relationships with customers, proactively address needs, monitor performance metrics
Collect customer feedback to improve services and products
Collaborate cross-functionally and provide regular performance reports
Mentor junior customer success managers

Horizons

51 - 200 Employees

See more Horizons offers

Job description

About Horizons

At Horizons, we're building the infrastructure to power borderless teams. By handling global payroll, benefits, taxes, and compliance, our technology enables businesses to hire anyone anywhere compliantly at the push of a button.

If you're interested in adding to our vision of enabling people to work in dream jobs, for every company, and from anywhere in the world, apply now!

We're committed to building a global, diverse team representing different and varied backgrounds, perspectives, and experiences. We welcome applications from everyone, regardless of gender, ethnicity, sexual orientation, religion, civil or family status, age, or disability. Being a Horizoneer means being part of a growing, international family.

About the role:

We are seeking an experienced and results-oriented Senior Customer Success Manager to join our team. The ideal candidate will have a robust background in customer success within the HR tech space, with experience managing both mid-market and enterprise-level accounts. This role is crucial for ensuring our customers' satisfaction and driving revenue growth through excellent customer support and strategic relationship management.

Key responsibilities:

Customer satisfaction: Ensure high levels of customer satisfaction by managing response times, NPS, and CSAT scores.
Onboarding & training: Oversee the onboarding process for new customers, providing necessary training to ensure they are fully equipped to use Horizons’ solutions.
Strategic relationship management: Build and maintain strong relationships with mid-market and enterprise-level customers, acting as their primary point of contact and trusted advisor.
Proactive support: Anticipate customer needs and proactively address potential issues, providing timely and effective solutions.
Retention & growth: Focus on customer retention and identify opportunities for account expansion, driving additional revenue growth.
Performance tracking: Monitor and analyze customer health metrics, using insights to inform strategies and actions to improve customer satisfaction and retention.
Feedback loop: Collect and relay customer feedback to internal teams to inform product development and improve service offerings.
Cross-functional collaboration: Work closely with sales, marketing, and product teams to align efforts and ensure a seamless customer experience.
Reporting: Provide regular reports on customer success metrics and performance to senior management.
Mentorship: Mentor and support junior customer success managers, sharing best practices and guidance.

Requirements:

Bachelor’s degree in Business, Marketing, or a related field.
Minimum of 3 years of relevant work experience in customer success, with a focus on HR tech.
Proven experience managing both mid-market and enterprise-level accounts in a B2B environment.
Strong understanding of customer success metrics and best practices.
Excellent communication and relationship-building skills.
Ability to work independently and as part of a team in a fast-paced, dynamic environment.
Proficiency in CRM software and Microsoft Office Suite.
Strong problem-solving skills and a proactive approach to customer support.

What it's like working at Horizons

Our service & product. We're a technology company, not an accountancy, payroll provider, recruitment firm or similar. We build a workforce management platform that allows our customers to hire the best talent in minutes, without worrying about compliance, payroll, or HR admin.

Our amazing team and environment. Working at Horizons means you're working on something very exciting: Allowing every person on the planet to have access to equal opportunities in living a fulfilled work and personal life. We believe in hiring from within and going the extra mile to retain top talent. As the company continues to grow extremely fast, you will be given the opportunity to develop and grow alongside.

Our benefits and perks. Being a Horizoneer means that you get the benefit of:

A competitive salary
An asynchronous working environment
A "Remote-First" company environment (or Hybrid) - based on the nature of the job
The ability to work from abroad for a short period of time
Growth opportunities within the company
We provide all new joiners with the necessary hardware to ensure you have the tools you need to succeed from day one