About the position
The Customer Success Manager will be responsible for managing Talview's enterprise, strategic and key customers through their lifecycle as it relates to customer solution, implementation, adoption, renewals, and expansion across the region. CSMs are responsible for customer success and building thriving customer relationships with all relevant stakeholders in the customer's organization. They also are responsible for penetrating the customer organization across the various lines of business, have business reviews and ensuring they grow into Talview evangelist. This role will report to the Regional Leader for Customer Success.
Responsibilities
- Collaborate proactively with the Sales team to gain a deep understanding of customer challenges and provide expert guidance on tailored solutions that drive customer success.
- Develop and cultivate strong customer relationships within assigned accounts, becoming a trusted advisor to key stakeholders in the customer's organization.
- Drive the adoption of the Talview platform within your assigned accounts by consistently delivering increasing value, leading to renewals and potential new business opportunities.
- Work closely with Sales, Implementation, and Operations teams to ensure a seamless onboarding process and successful customer 'go live.'
- Partner with customers to design adoption programs aligned with the capabilities of the Talview platform, ensuring that the agreed-upon solutions are implemented to meet the customer's business objectives and strategic goals.
- Lead periodic governance calls with customers to provide project status updates, identify risks, and address any issues impacting project outcomes. Thoroughly document and summarize these meetings.
- Take the lead in securing customer renewals, proactively identifying and prioritizing resources and efforts based on perceived risk, growth potential, strategic significance, and renewal timelines.
- Monitor adoption rates within assigned accounts and offer insights to customers, feeding this information back to internal teams for continuous improvement.
- Ensure timely customer renewals, meet agreed-upon retention targets, and identify upsell/cross-sell opportunities to achieve predefined objectives.
- Demonstrate a data-driven approach, with a strong commitment to well-defined processes, while thriving in a fast-paced, results-oriented culture. Be customer-centric, collaborative, committed to excellence, and possess credibility.
Requirements
- 5-7 years of relevant experience in customer success within a SaaS organization.
- Experience with HR products and familiarity with recruitment, ATS, assessments, and related integrations is a plus.
- Proven track record of driving customer success and building relationships in complex customer environments, including executive and departmental levels.
- Ability to grasp customer requirements, propose relevant solutions, and serve as a subject matter expert.
- Proficiency in developing success metrics tied to customer problem statements and showcasing ROI through monthly and quarterly business reviews.
- Exceptional skills in building and nurturing strong stakeholder relationships across different levels within customer organizations.
- Strong analytical skills and a commitment to well-structured engagement processes.
- Ability to thrive in a dynamic, entrepreneurial, results-driven culture.
- Demonstrate a customer-centric approach, collaboration, a dedication to excellence, and professional credibility.
