Customer Success Manager

At impress.ai our mission is to make accurate hiring easier. We combine I/O Psychology with AI to create application screening processes that allow each and every candidate to undergo a structured interview. While candidates benefit from the enhanced experience, recruiters benefit from the AI-enabled automation. Launched in 2017, impress.ai is a no-code, self-service platform that is highly focused on simplifying and accelerating various parts of the recruitment workflow. Our co-founders observed problems in hiring processes at several companies before building impress.ai. They noticed challenges in candidate experience as well as recruiters having a tough time with a large scale of hiring, the variety of roles, and handling various systems. After immense research, they found a solution to the power of AI and intelligent automation.

The Job:

We are looking for a Customer Success Manager who will be responsible for customer adoption, retention, and satisfaction for a group of clients.

Responsibilities:

• Establishing a trusted advisor relationship with enterprise clients in ensuring and maintaining overall customer health.
• Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues, and provide recommendations.
• Proactively partnering with internal teams in reviewing clients’ usage of the platform and periodically engaging clients.
• Meet/exceed quarterly renewal targets by proactively managing renewal portfolio and ensuring on-time customer retention.
• Coordinate the engagement of other Impress resources (e.g. Operations, Sales, implementation, etc.) to ensure ongoing customer success.
• Proactively identify issues/risks and escalate internally for prompt resolution.
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

You Bring to the Table:

• 5+ years of experience in an Account Management or Customer Success role or similar roles where you have delivered multiple projects for a range of Customers.
• Highly motivated, goal-driven, outgoing, inquisitive, and customer-centric.
• Solid interpersonal, communication, and presentation skills; ability to work with various teams across the board with varying skill sets.
• Demonstrated background in working with enterprise clients.
• Creative thinker with the ability to troubleshoot issues quickly and effectively.

Our Benefits:

• Work with cutting-edge technologies like Machine Learning, AI, and NLP and learn from the experts in their fields in a fast-growing international SaaS startup. As a young business, we have a strong culture of learning and development. Join our discussions, brown bag sessions, and research-oriented sessions.
• A work environment where you are given the freedom to develop to your full potential and become a trusted member of the team.
• Opportunity to contribute to the success of a fast-growing, market-leading product.
• Work is important, and so is your personal well-being. The work culture at impress.ai is designed to ensure a healthy balance between the two.

Diversity and Inclusion are more than just words for us. We are committed to providing a respectful, safe, and inclusive workplace. Diversity at impress.ai means fostering a workplace in which individual differences are recognized, appreciated, and respected in ways that fully develop and utilize each person’s talents and strengths. We pride ourselves on working with the best and we know our company runs on the hard work and dedication of our talented team members. Besides having employee-friendly policies and benefit schemes, impress.ai assures unbiased pay purely based on performance.