Technical Success Manager

ICIMS is a leading enterprise hiring platform that combines the scale and reliability of enterprise software with the transformative power of AI. Thousands of organizations across more than 200 countries and territories trust ICIMS to find and hire the people who shape their future and drive their business forward. Powered by insights from billions of hiring interactions, continuous AI innovation, and a highly extensible platform, ICIMS helps organizations turn talent acquisition into a competitive advantage. For more than 25 years, ICIMS has delivered end-to-end hiring solutions that improve recruiting efficiency, reduce costs and create exceptional candidate experiences. 

ICIMS helps solve one of the biggest challenges businesses face today: building a workforce that can adapt, scale, and perform in an increasingly competitive and unpredictable talent market. We uniquely do that by combining enterprise-grade hiring technology, AI-powered insights and automation, and connected talent experiences to help organizations improve hiring outcomes while driving measurable impact.

• Own and maintain the Success Plan for assigned customers, aligning technical milestones and success metrics with strategic business outcomes.

• Lead Outcome Reviews (QBRs) to demonstrate ROI, value realization, and alignment with evolving customer goals.

• Perform Adoption Audits to assess product utilization, identify areas for optimization, and recommend best practices.

• Monitor account health and execute Risk Mitigation and Call to Actions (CTAs) for at-risk customers.

• Partner with the Account Manager (AM) on broader account planning and activity tracking to ensure consistent communication and unified customer management.

• Provide guidance on iCIMS integrations, including HRIS connections, APIs, and third-party application integrations.

• Communicate product roadmap releases and enhancements, ensuring customers understand new capabilities and their potential impact.

• Facilitate Product Engagement Requests (e.g., participation in beta programs or advisory boards) and deliver tailored enablement sessions.

• Contribute Product Feedback through AHA or internal feedback channels, collaborating with Product Management to advocate for customer-driven improvements.

• Partner with Community and Training teams to deliver targeted Customer Education and promote self-service resources.

• Serve as the customer’s technical advocate in product or support escalations, coordinating closely with Support and Product. 

• Collaborate with Account Managers and cross-functional partners to ensure technical and strategic alignment on customer accounts.

• Maintain accurate activity tracking in CRM and customer success platforms to ensure visibility across Customer Success, Product, and Support teams.

• Provide insights on common technical challenges or adoption blockers to inform enablement content and product roadmap planning.

We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period. 

The anticipated pay range for this position is $73,000 - $83,000 USD annually, under an 80/20 split (base + team renewal rate) . Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. 

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure.  Learn more here: https://careers.icims.com/benefits