Senior Customer Success Manager

About Us:

CultureMonkey is shaking up the HR Tech SaaS space. We’re a fast-growing, innovative startup focused on building tools that redefine employee engagement and company culture.

As we expand our product offerings and explore new business opportunities, we’re looking for a self-starter who thrives in high-speed environments and loves solving complex challenges. If you’re excited about making a real impact in a startup where your ideas can take shape, this is the place for you!

What We’re Looking For:

We seek a seasoned CS professional who embodies strategic insight, analytical acumen, business savvy, and operational excellence. Our ideal candidate will possess:

• Experience:

  5-8 years of overall experience with at least 5 years in a CS role, preferably in SaaS/HR Tech.

• Balanced Skill Set:

  A combination of strategic insight, analytical capability, business acumen, operational efficiency, effective communication and collaboration skills.

• Process Expertise:

  Proficiency in systematic organization and delivering high-quality customer excellence.

• Data-Driven Approach:

  Expertise in applying data-oriented methods, adjusting parameters as needed and demonstrating powerful execution abilities.

• Stakeholder Management:

  Proven experience in handling various stakeholders, identifying key customers and collaborating with multiple teams.

• Technical Proficiency:

  Strong knowledge of relevant CS tools and technologies is a significant advantage.

• Empathy and Relationship Building:

  A customer-centric mindset with exceptional relationship-building skills.

• Global Customer Expertise:

  Proven expertise in front-ending global customers, preferably in the US.

Your Role and Responsibilities:

As a Senior Customer Success Manager, you will be working on customer engagement efforts, playing a pivotal role in driving success and satisfaction. Your responsibilities will include:

• Strategic CS Development:

  Craft and implement cohesive CS strategies tailored to critical stages of the customer journey, including upcoming renewals and QBRs/EBRs.

• Collaborative Insight Sharing:

  Partner closely with our founding members, providing valuable insights to enhance the overall customer process.

• Innovative Project Management:

  Strategically plan and execute new projects to identify areas for increased product usage and adoption.

• Creative Customer Campaigns:

  Develop and launch engaging campaigns to educate and nurture customers on the latest product features.

• Performance Reporting:

  Regularly report on product adoption, usage, and customer health to our leadership team, ensuring continuous monitoring and delivering actionable insights to stakeholders.

• Renewal pipeline generation:

  Experiment with diverse approaches to maintain a steady, qualified pipeline of renewals.

• Key Metric Tracking:

  Continuously monitor and report on crucial metrics such as renewals, churn rates, and CSAT scores.

• Operational Oversight:

  Provide operational oversight to ensure targets and KPIs are met.
• Best Practice Sharing: Educate clients on best practices to achieve product success with CultureMonkey.

Be an important part of an employee-first org that walks the talk around building culture.

Check out Life at CultureMonkey here - https://www.culturemonkey.io/life-at-culturemonkey/