Customer Success Manager

Serve as the single point of contact for a portfolio of elite customer organisations, building and sustaining long-term relationships. Understand each customer’s business model, hiring volumes, pain-points (quality of applicants, time-to-hire, cost-per-hire, retention), and recruitment lifecycle to craft tailored solutions. Collaborate internally with Sales, Customer Success, Product, Marketing and Operations teams to ensure seamless service delivery, timely onboarding, platform adoption and customer satisfaction. Monitor and drive key account metrics: revenue (monthly/quarterly), renewal rate, upsell/cross-sell pipeline, customer health score, usage/engagement metrics. Develop account plans (for each organisation) identifying growth opportunities (e.g., expanding to new roles, geographies, verticals), and mitigate churn risks through proactive action. Negotiate contract renewals, amendments and upsell agreements in line with company policies and profitability. Provide regular reporting and business reviews to the customer and to senior leadership (internal) on account status, performance, challenges and roadmap. Act as voice of the customer internally, gather feedback, surface product enhancements, competitive intelligence and market trends to drive continuous improvement. Resolve escalations, address issues and ensure customer expectations are met or exceeded. Maintain accurate CRM data (pipeline, forecast, account history, contact information) and adhere to internal processes.