findem - Senior Customer Success Manager
Requirements
• 8+ years in Customer Success, Account Management, or consulting in a B2B SaaS environment, with at least 4 years owning enterprise-tier accounts • Demonstrated ownership of a recurring-revenue book with direct accountability for customer health and retention • Direct talent acquisition, recruiting, or HR technology domain experience strongly preferred — credibility with TA leaders is a differentiator in this role • Experience supporting customers through platform implementation, enablement, and change management • Proven ability to influence across teams without direct authority. • Excellent executive communication and strategic problem-solving skills • Ability to influence across Product, Support, and Sales without direct authority
Responsibilities
• Strategic account ownership • Serve as the primary CSM for a defined portfolio of Findem's enterprise customers • Build and own success plans tied to each customer's stated business objectives; review and update them on a defined cadence • Support executive-level business reviews (QBR/EBR) with talent and HR leadership, grounded in adoption and impact data • Partner with Account Management to own the renewal path and identify expansion opportunities • Adoption and value realization • Drive measurable adoption of Findem's platform, agents, and services across each account's recruiting teams • Run enablement sessions — new user kickoffs, sourcing jams, search coaching, campaign workshops — and coordinate Findem University resources • Deliver regular reporting on product adoption, support ticket trends, and areas of opportunity • Translate platform usage into business impact the customer's leadership recognizes and will defend at budget time • Risk identification and mitigation • Monitor Customer Health and usage signals to detect at-risk relationships early • Own and execute risk and recovery plans, coordinating internal resources and escalations • Maintain accurate account health, activity, and renewal-risk data in Planhat • Flag champion departures, org changes, and ATS or tech-stack changes as leading risk indicators • Cross-functional advocacy • Act as the voice of the customer to Product, synthesizing feedback into prioritized roadmap input • Partner with Implementation on clean transitions from go-live into adoption • Work with Support on escalation resolution • Contribute to CS team development • Commercial contribution • Manage risk to support AM renewal and expansion signals accurately for assigned accounts • Support Account Management in expansion and multi-product conversations • Develop referenceable customers and advocates for Marketing and Sales
Benefits
• Competitive base + performance-based compensation • Unlimited PTO • Generous healthcare coverage for you and your family • Home office and productivity setup stipend • Professional development budget and executive coaching access • Equity grants that align your success with ours
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