Customer Success Manager (Growth & Customer Experience) -- EXJ2FC42E1A

Role Purpose

· To ensure customers successfully adopt and continuously use the Eximius recruitment platform - resulting in strong hiring outcomes, revenue growth (credits, subscription upgrades), and long-term customer satisfaction.

· This role leads the Customer Success function and directly contributes to growth and retention.

Key Responsibilities

Customer Success Management:

· 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

Candidate 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