Senior Customer Success Manager, Enterprise

Greenhouse Software, Inc; Ontario; On-site; CAD 70,000 - 110,000; Full time

Job summary

Join a dynamic team as an Enterprise Senior Customer Success Manager at a leading talent acquisition firm. In this role, you'll advocate for customers, collaborate with cross-functional teams, and educate clients on best practices. Your expertise will guide clients through the entire customer journey, ensuring they maximize the value of our innovative software solutions. This is an exciting opportunity to work in a fast-paced environment with a focus on diversity and inclusion, while helping organizations thrive in their hiring processes. If you're passionate about customer success and eager to make a difference, this role is for you.

Benefits

Medical, dental, and vision insurance

Mental health resources

Financial wellness benefits

Fully paid parental leave program

Unlimited paid time off (PTO) for exempt employees

Up to 25 days of vacation for Ireland-based employees

Qualifications

• Experience in Customer Success or Account Management roles.
• Background managing complex, global Enterprise accounts.

Responsibilities

• Provide strategic direction for clients on Greenhouse products.
• Act as a trusted advisor to clients and establish relationships.

Skills

Customer Success Management

Project Management

Collaboration

SaaS Knowledge

HR or Talent Acquisition Knowledge

Job description

Senior Customer Success Manager, Enterprise

About the position

We believe in the power of hiring. Because the potential for people to do something outstanding has everything to do with being in the right role, on the right team, at the right time. That’s where Greenhouse comes in – from recruiting to on-boarding, we make software to help every company be great at hiring.

Greenhouse is looking for an Enterprise Senior Customer Success Manager to join our team!

Greenhouse is the world’s fastest-growing enterprise talent acquisition suite - and our Customer Success team is a primary driver of that growth. We are strategic partners to our customers and help them drive and adopt talent acquisition and recruiting best practices within their organizations.

You'll be the owner of ongoing consultative relationships and the face of Greenhouse throughout the entire customer journey - from pre-sales, to implementation and ongoing optimization.

Who will love this job

• A proud advocate – you will be the voice of our customers while remaining compassionate, responsive, inventive, and effective
• A collaborator – you thrive on working with a team of cross-functional partners (Account Management, Support, Product, Professional Services, Engineering, etc) through renewals, key engagements, and customer achievements
• An educator – you're a coach to customers on structured hiring practices, workflows, and Greenhouse's product suite
• A trusted subject matter specialist – you will learn the ins and outs of our product and be creative and inventive in finding solutions to our customer’s toughest challenges
• An entrepreneur – you're excited to manage a book of business like your own company, continuously elevating processes, philosophies, and methodologies

What you’ll do

• Provide strategic direction for clients on Greenhouse products and within their fields of expertise. Achieve full fluency in substantial industry trends and topics to advise customer leaders from various functions
• Illustrate business value by defining clear metrics and proof points for all customer engagements (implementation goals, business reviews, etc)
• Demonstrate thought leadership and be a valued internal resource across sales, marketing, product, and engineering
• Act as a trusted advisor to clients and become an extension of the customer’s team. Successfully establish relationships wide and high throughout the organization
• Utilize data to provide product and strategy recommendations. Communicate critical customer concerns and use understanding of vertical or product trends to provide recommendations and influence talent strategy
• Develop a vision that motivates others to achieve their goals. Lead innovation within, and in addition to primary role through projects and initiatives
• Identify complex upsell opportunities and work with Sales and Expansions teams to assist in renewing and expanding Enterprise customer contracts. Conduct strategic account planning to prioritize opportunities and customer goals
• Orchestrate success by working closely with internal teams to deliver value for customers, solve complex problems, and improve internal processes
• Use our learning and development budget to further educate yourself, learn a new skill, or upgrade an existing one

You should have

• Experience in Customer Success as Customer Success Manager, Account Manager, or similar role
• Background managing complex, global Enterprise accounts
• Formal or informal project management expertise
• Experience collaborating with and orchestrating a large cross-functional account team
• Background in SaaS, a plus
• Background in HR or Talent Acquisition, a plus
• Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply

Applicants must be legally eligible to work in Canada as of the start date chosen by the Company. We are unable to support sponsorship at this time.

Who we are

At Greenhouse, we celebrate having a diverse group of hardworking employees and it hasn’t gone unnoticed. We’ve won numerous awards including Inc. Magazine Best Workplace (2018-2022), Glassdoor #1 Best Place to Work, Forbes Cloud 100, Deloitte Technology Fast 500, Inc. 5000, Crain’s Best Places to Work NYC, Fortune’s Great Place to Work (2019 - 2022), and Mogul’s Top 100 Workplaces for Diverse Representation (2022). We pride ourselves on fostering a collaborative culture throughout every step of a Greenhouse employee's journey. From day one of our interview process to executive "Ask Me Anything" sessions, we consistently cultivate an inclusive environment.

Greenhouse provides a variety of benefits to employees, including medical, dental, and vision insurance, basic life insurance, mental health resources, financial wellness benefits, and a fully paid parental leave program. For US-based employees, we offer short-term and long-term disability coverage, a 401(k) plan and company match. U.S. based employees also receive, per calendar year, up to 13 scheduled paid holidays and up to 80 hours of paid sick leave. Non-exempt employees accrue up to 20-25 days of paid vacation time, depending on tenure, and exempt employees have unlimited paid time off (PTO). For Ireland-based employees, we offer 25 days' vacation and an employer matching pension program.

Our success in making companies great at hiring depends on our ability to create a diverse, equitable and inclusive environment. To that end, we’re committed to attracting, developing, retaining and promoting a diverse workforce, and infusing DE&I throughout all of our internal practices. By ensuring that every Greenie is able to bring a diversity of talents to our work, we’re increasingly capable of living out our mission and providing real insight from our products to support our customers. We encourage people from underrepresented backgrounds and all walks of life to apply. Come grow with us at Greenhouse, where we’re building a team to face the world’s increasingly complex and diverse hiring needs.