Customer Success Manager

As a Customer Success Manager at Eximius, your role is crucial in ensuring that customers successfully adopt and continuously use the Eximius recruitment platform. This will lead to strong hiring outcomes, revenue growth (credits, subscription upgrades), and long-term customer satisfaction. **Key Responsibilities:** - Serve as the primary relationship owner for assigned customer accounts. - Understand customer recruitment workflows and help users understand how the platform supports them. - Conduct onboarding, orientation, and continuous enablement for new users. - Track adoption metrics and help resolve any usage gaps or workflow issues. - Maintain proactive communication to ensure a positive customer experience. **Team Leadership:** - Manage and mentor Customer Success Representatives. - Oversee the tracking and improvement of user adoption success. - Support the team in prioritizing customer needs and follow-through. **Revenue Growth & Expansion:** - Identify opportunities for customers to purchase credits and subscription upgrades. - Promote Custom Enterprise plan when customers scale or express deeper usage needs. - Support customers who request enterprise demos prior to fully signing up. - Track usage analytics that directly correlate with upsell opportunities. **Insights & Continuous Improvement:** - Gather customer feedback to identify recurring product needs and friction. - Share insights with Product Owner and internal teams for enhancement planning. - Maintain dashboards to track customer adoption, sentiment, usage trends, and success impact. **Required Background:** Candidates may qualify through either of these strengths: Path A - Recruitment Expertise: - 5-7 years in global recruitment, staffing, or TA operations. - Strong understanding of recruiter workflows and hiring metrics. - Experience managing or coaching recruitment teams or client relationships. Path B - SaaS Customer Success Experience: - 5-7 years in Customer Success role within a SaaS company. - Demonstrated success driving product adoption and usage outcomes. **And for both paths, the candidate must have:** - Strong spoken and written communication + customer relationship management skills. - Ability to work with data to drive business decisions. - Ability to lead a small team and guide success processes. - Strong demonstrated ability to use AI in written communications. - Experience in working with U.S based companies a strong plus. **Skills & Competencies:** - Excellent understanding of recruitment operations. - Proactive and customer-first mindset. - Strong organizational and follow-up discipline. - Analytical ability to interpret success metrics. - Revenue awareness and value-based conversations.,