Customer Success Manager

SKILL SET 🤓

• 3+ years of customer relationship or account management experience working in software as a service (SaaS)
• Solutions and results-oriented mindset
• Experienced in customer-facing roles, including analyzing customer accounts, identifying churn signals and account growth opportunities
• Highly organized with strong project management and time management skills
• Hands-on experience with product training to external customers
• Proven experience delivering value-based communications
• Strong ability to facilitate meetings with customers and users of various levels of seniority
• Empathy for customers
• Experience with opportunity identification for account expansion and revenue growth
• Passion and drive to work in a quickly growing startup where you will help shape a new function and the ways we add value with our customers

Within 1 MONTH, YOU'LL:

• Attend Ramp Camp, which is Lever’s week-long version of onboarding where you’ll learn about all aspects of the business with a cross-functional group of new Leveroos 😍
• Master Lever’s various product training demo frameworks, customized for various customer stakeholders, demonstrated by hosting sessions independently
• On a regular basis
• Conduct customer check-ins including planning agendas, documenting interactions and tracking various projects. Also on a regular basis, prepare impact reviews and present to customers in order to achieve alignment with customers and showcase the value Lever with bring to their talent strategy. Frequency is dependent upon the specific customer need as well as their preferred service offerings.
• Perform and document account health audits in preparation to communicate recommendations back to customers to ensure they're maximizing Lever's impact
• Develop proficiency in collecting ongoing customer product feedback to establish an effective feedback loop for customer needs and our product development strategy

WITHIN 3 MONTHS:

• Take ownership of a customer portfolio of a variety of accounts across industries, product offerings and customer segments; begin developing these relationships through email, phone and video calls, webinar trainings, and in-person visits 🤓
• Identify the current hiring practices and internal business goals of your customer accounts
• Successfully complete certification for the following areas: Product, Reports & Lever Talent Intelligence (LTI)
• Shadow five Customer Account Executive (CAE) renewal calls to build an understanding of how to best partner on annual renewals, account expansion, and upsell engagement by the CAE team
• Teach customers best practices for using the Lever product suite through webinars and targeted training sessions
• Begin pulling user metrics and issue quarterly business reviews to existing customers in order to show customers their areas of excellence and their areas of development in fully leveraging their host of Lever products
• Educate customers on the value they are receiving from Lever’s products and why the solutions we provide are essential to their continued recruitment and hiring successes
• Take a disciplined approach to the prioritization of your workload and delivering on commitments, in order to build rapport and trust in your customer relationship Build credibility and trust with our customers by taking a disciplined approach to project management within your accounts and prioritization of your workload in order to deliver on your commitments and meet deadlines.
• Partner cross-functionally with Sales and Customer Success functions to ensure a smooth transition from customer onboarding through the annual renewal cycle; serving as the constant point of contact in order to deliver a seamless, high-quality customer experience
• Be proactive in strategic planning; deliver value-based messaging to motivate customer actions and continuously plot the course for strong cases for customer renewals
• Transition into owning the customer introduction to the Customer Account Executive 90 days prior to the account renewal dat

WITHIN 6 MONTHS YOU'LL

• Utilizing agreed-upon milestones and metrics, you’ll keep customers on course to execute on the success of their plans with Lever.
• Provide feedback for process improvements which improves our abilities to better serve both external and internal customers
• Have the confidence to advise, influence, and help them on best practices and strategic recommendations to align Lever’s products and solutions to the achievement of these goals
• Identify our champions within your assigned accounts; ensure customer achievements are highlighted to our internal partners such as marketing in order to communicate those successes externally
• Get involved in hiring and growing the team by helping to interview candidates
• Advocate internally for the customer’s needs and develop strong feedback loops within Lever, to continue our customer-centric focus with our products and services
• Confidently handle high-stakes, time sensitive issues with customers
• Ensure Lever’s success based on the customers specific business case across a 12-month account lifecycle
• Identify growth opportunities in customer accounts and collaborate with Customer Account Executives to ensure renewal and upsell attainment
• Help train new Customer Success Managers by participating in team on-boarding sessions