Customer Success Manager

Gofractional; Ottawa; Hybrid; CAD 112,000 - 154,000; Part time

Benefits offered by this job

Remote culture

Health and dental

Short-term disability

Flexible time off

Parental leave

Home office stipend

Learning stipend

Stock options

Job summary

GoodTime is seeking a Customer Success Manager for US/Canada via Contract-to-Hire. The role partners with Small Business and Mid-Market customers to support recruiting operations, ensuring customers love GoodTime. The ideal candidate is highly technical and delivers success plans, QBRs, and enablement across teams.

Remote-first engagement with 10% travel, focusing on product adoption, renewal growth, and excellent customer relationships. Strong cross-functional collaboration is essential.

Qualifications

• 4+ years in Customer Success Management or onboarding with complex software.
• 3+ years of experience conducting QBRs.
• Recruiting, ATS or HR technology preferred.
• Superior communication, presentation, and interpersonal skills.
• Self-motivated and able to wear multiple hats.

Responsibilities

• Build executive relationships to drive retention and product adoption.
• Analyze usage data to recommend features and configurations.
• Create and monitor customer success plans and playbooks.
• Maintain expert knowledge of the GoodTime product suite.
• Understand the TA industry to identify opportunities.
• Collaborate cross-functionally with Eng, Product, Sales, and Marketing.

Skills

Customer success

QBRs

Cross-functional

Communication

Technical product

Education

Bachelor's degree or equivalent

Tools

ATS

HR tech

Job description

Customer Success Manager -- US/Canada -- Contract-to-Hire

The Role:

We are currently looking for a Customer Success Manager. This role will partner directly with our Small Business and Mid-Market customers to support their recruiting operations. It is your job to make it easy for customers to love GoodTime! You will make our customers feel heard and taken care of!

Our ideal candidate is very technical and will dig into the product to become an expert. They are excellent at standing up success plans; designing and delivering EBR/QBRs; facilitating product adoption and enablement; communicating customer needs to our Product & Engineering teams; collaborating to drive renewals and expansions; and more.

GoodTime CSMs are responsible for driving product adoption by building exceptional relationships and intimately understanding our customer's processes and challenges in order to influence their workflows.

Travel: 10%

What Success Looks Like:

• Build strong executive level relationships to increase product adoption and customer sentiment, as well as drive retention
• Analyze customer's product usage data to recommend features, settings, or modules that will enhance the customer experience
• Proactively build customer strategies and success playbooks and monitor results
• Maintain an expert level understanding of the GoodTime product suite (technical and workflow)
• Deeply understand the TA industry to identify new opportunities and connect customer challenges with solutions
• Work cross-functionally to deliver an incredible customer experience

About You:

• 4+ years of experience in Customer Success Management or Customer Onboarding with complex software solutions
• 3+ years of experience conducting QBRs
• Recruiting, ATS and/or HR Technology is highly preferred
• Superior communication, presentation, and interpersonal skills
• Self-motivated individual that thrives in a dynamic, fast-paced, small team environment that is capable and willing to wear multiple hats
• Someone who finds solutions to problems without being given all the answers
• Ability to effectively partner cross functionally with engineering, product, sales, marketing, etc.
• Bachelor's degree or equivalent experience

Benefits/Perks

• Remote first culture
• Health, Dental, and Short-term Disability plans, with generous employer contribution
• Flexible time off
• 8 week Parental Leave (including adoption placement)
• $500 home office reimbursement
• Up to $500 towards self-selected learning and development
• Pre-IPO Stock Options

Location: Fully Remote - United States or Canada