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Senior Customer Success Manager

Grayscale Labs

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Customer Service, Sales & Business Development

Remote · Chamblee, GA, USA · Atlanta, GA, USA

Posted on Saturday, February 17, 2024

At Grayscale, our mission is to make the hiring process more human. Our candidate engagement platform powers high-volume hiring for brands like American Airlines, Crocs, and DICK’s Sporting Goods. With Grayscale, hiring teams can engage candidates via SMS and automate a white glove experience with every candidate, speeding up hiring outcomes by 3x.

At Grayscale, we value integrity, curiosity, and an entrepreneurial spirit in the people we hire. We check our egos at the door, practice mutual accountability, and strive to foster an encouraging, supportive environment where we can all do our best work. Sound like you? If so, keep reading. 😄

What you’ll do:

Grayscale is looking for a Senior Customer Success Manager to join our Customer Experience team. As a Senior Customer Success Manager, you will be responsible for building and maintaining strong relationships with our mid-sized business clients, ensuring their success and satisfaction with our platform. You will serve as the primary point of contact for clients, helping them maximize the value of our product and achieve their business objectives.

You will partner with customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention. You will partner closely with senior Talent and HR leaders and recruiters serving as a product expert, strategic consultant, and candidate/employee experience champion.

This role reports to the VP of Customer Success and Operations. Ideal candidates have prior experience managing customer relationships at scale and love building processes and utilizing technology to operationalize the customer success motion.

Here are some key functions you’ll perform in this role:

Train and manage a portfolio of SMB and Mid-Market Accounts, serving as the face of Grayscale for these valued customer relationships.
Monitor customer usage and adoption of our platform, identifying potential areas for improvement and offering proactive recommendations.
Become a product expert in the Grayscale platform with the ability to advise on specific use cases given the customer’s pain points.
Act as a trusted advisor to customers, offering strategic guidance and best practices to help Talent Acquisition / HR leaders and recruiters achieve their desired outcomes.
Leverage technology tools and automation to deliver personalized, targeted communications and resources to empower and educate customers at scale.
Partner closely with Support and Marketing to bolster our knowledge base and build content to tailor and serve to customers based on usage patterns, products implemented and ATS integration. Onboard new customers, and provide ongoing training and support to customers, helping them leverage our platform's features and functionalities effectively.
Run Business Reviews for our higher tier customers to help drive value for our customers; strategically use data and insights to surface opportunities and make actionable recommendations that inform the growth and long-term success of the partnership.
Manage renewals across your customer base.
Proactively engage with clients to identify and surface opportunities for optimization, expansion, and upsell opportunities.
Track and report on key metrics related to customer health, satisfaction, and retention.
Provide feedback and partner with the Product team to ensure successful adoption with our product and to incorporate the customer voice as we continually evolve our product roadmap.
Collaborate closely with all internal teams, including sales, marketing, product development, and support, to ensure a seamless customer experience.

Top qualities & experience we’re looking for:

3+ years of experience in customer success in SaaS; experience in recruiting, human resources, or mobile texting within B2B tech is preferred.
Experience using technology-driven approaches to scale low-touch customer success efforts for SMB and Mid-Market customers.
True empathy for our customers (corporate recruiters) and their customers (candidates).
Deep understanding of different customer personas and goals within their role (recruiters, recruiting coordinators, talent managers, HRIS specialists, HR professionals, and customer onboarding teams).
Strong interpersonal, relationship-building and listening skills, and a proven track record of success driving customer adoption and retention.
You don’t need to have all the answers, but we’ll need you to learn quickly and think creatively.
Excitement for proactively tackling and building processes around new challenges: you enjoy problem-solving, have a keen attention to detail, and are motivated to drive ongoing team improvement.
Organized, process-driven and motivated to help others hit their goals.
Experience with Salesforce, Intercom, and/or Slack is a major plus; Experience with ChurnZero preferred.

Here's why this opportunity is unique & exciting:

You’ll work directly with the founding team
You’ll make a huge impact in shaping our customer experience
You will become part of a genuine, high-performing culture with a supportive CEO and CTO
Generous PTO and parental leave

Every voice, every perspective matters. That’s why Grayscale is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, religion, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or any other characteristic protected by law.

Still interested? Drop us a line and say hello. 👋