Customer Success Manager

Description

Spark Hire is known for being the top rated video interviewing platform (based on G2.com reviews) and has recently expanded to become the most comprehensive and flexible hiring solution for small and medium sized organizations. With the acquisitions of an ATS (Comeet) and an Assessment platform, Spark Hire is a complete Talent Acquisition Suite designed to spark meaningful connections between talented individuals and organizations. 

Working as a customer facing member of our Customer Experience team, Spark Hire is seeking a Customer Success Manager that can create lasting relationships with customers while helping them utilize and optimize their use of our recruiting product. This role focuses on expanding user use while growing customer satisfaction.

The target compensation for this position is 28-30k USD annually. This position is a direct hire.

How the hiring process works

We aim to move as quickly as possible throughout the hiring process. We’ve designed these steps to make sure that a) we can complete our best evaluation of as many qualified candidates as possible and b) are respectful of your time.

• Step 1: Apply and your resume/CV will be reviewed by a member of the hiring team
• Step 2: You’ll complete a one-way video interview on our platform which will enable our multiple stakeholders to learn more about your experience
• Step 3: Interview with our SVP of Global Customer Success
• Step 4: Technical Interview with a member of our CSM team, utilizing our recruiting solution
• Step 5: Reference Checks

Responsibilities

• Collaborate with sales team to ensure smooth client transition on customer handoffs
• Facilitate kick off meetings with customers as their trusted advisor, gathering information about the customer’s business, understanding their needs and challenges, and working to map out joint success criteria
• Facilitate onboarding for new customers to orient them to the Hiring Platform (Comeet)
• Follow established customer success playbooks to ensure strong and consistent communication with customers that help achieve their desired outcomes of the platform(s)
• Leverage customer success tools to monitor customers’ progress and utilization data
• Proactively engage lagging customers to reduce churn
• Work closely with the Account Management team on renewal and upsell opportunities
• Demonstrate product expertise through interactions with customers 
• Engage customers via email, phone and presentation to help them become more successful
• Boost customer advocacy and NPS through outstanding customer service
• Manage a book of business and be accountable for hitting NRR Targets
• Drive cross-sell initiatives of additional products

Requirements

Qualified candidates will exhibit the following competencies

• Communication - The ability to clearly and effectively convey, receive and interpret information and ideas through verbal, written and visual channels.   
• Project Management - Demonstrating proficiency in effectively planning, executing and overseeing processes, tasks and resources to ensure advantageous outcomes of projects. 
• Customer Centric - Oriented towards the understanding and prioritizing the needs of internal and external customers to ensure exceptional customer experiences. 
• Relationship Building - the ability to identify, establish, develop, maintain and leverage positive and productive relationships to achieve shared success. 
• Problem Solving - the ability to identify, analyze and resolve problems to ensure successful outcomes. 
• Training and Presentation - The ability to effectively design, deliver and facilitate training sessions and presentations tailored to the needs of diverse audiences. 

Other qualifications include

• Proficient in English (native or expert level required)
• At least 2 years experience as a CSM within a B2B SaaS company working with global clients
• Background in Hitech/SaaS/Startup preferred
• Previous experience within HR (HRIS Manager or Recruiter) is a strong advantage