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
As the Customer Success Manager at Eximius, your primary role is to ensure customers successfully adopt and continuously use the Eximius recruitment platform, leading to strong hiring outcomes, revenue growth, and long-term customer satisfaction. You will be the main contact for assigned customer accounts, helping them understand how the platform supports their recruitment workflows, conducting onboarding and continuous enablement, tracking adoption metrics, and maintaining proactive communication for a positive customer experience. Your key responsibilities will include: - Serving as the primary relationship owner for assigned customer accounts - Understanding customer recruitment workflows and guiding users on platform usage - Conducting onboarding, orientation, and continuous enablement for new users - Tracking adoption metrics and resolving any usage gaps or workflow issues - Managing and mentoring Customer Success Representatives - Overseeing user adoption success and prioritizing customer needs - Identifying opportunities for customers to purchase credits and subscription upgrades - Gathering customer feedback to enhance product features - Sharing insights with internal teams for enhancement planning - Maintaining dashboards to track customer adoption and success impact To qualify for this role, you may come from either of the following backgrounds: Path A - Recruitment Expertise: - 5-7 years in global recruitment, staffing, or TA operations - Strong understanding of recruiter workflows and hiring metrics - Experience managing recruitment teams or client relationships Path B - SaaS Customer Success Experience: - 5-7 years in Customer Success role within a SaaS company - Demonstrated success in driving product adoption and usage outcomes In addition, you must possess: - Strong spoken and written communication skills - Ability to work with data for business decisions - Leadership skills to guide success processes - Experience using AI in written communications - Experience working with U.S based companies is a strong plus Your skills and competencies should include: - 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,