Senior Customer Success Manager

Findem; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Unlimited PTO

Healthcare coverage

Home office stipend

Professional development budget

Equity grants

Job summary

Findem, AI-powered platform for talent outcomes, seeks a Senior Customer Success Manager to manage strategic enterprise relationships and drive measurable value across customer accounts.

You will translate each customer's talent strategy into executable success plans, drive adoption across Findem offerings, and advocate for customers across Product, Marketing, Support, and Implementation. Expect collaboration with cross-functional teams to protect and grow recurring revenue.

Qualifications

• 8+ years in CS/AM/consulting in a B2B SaaS environment.
• 4+ years owning enterprise-tier accounts.
• Experience with talent acquisition or HR tech is a plus.

Responsibilities

• Strategic account ownership for a defined portfolio of enterprise customers.
• Build and own success plans aligned to business objectives; review regularly.
• Support executive-level reviews (QBR/EBR) with HR leadership, grounded in adoption data.
• Partner with Account Management to own renewal paths and identify expansion opportunities.
• Drive measurable adoption of Findem's platform and services across recruiting teams.

Skills

Executive communication

Strategic problem solving

Influence without authority

Cross-functional collaboration

Education

8+ years in CS/AM/B2B SaaS

4+ years owning enterprise-tier accounts

Tools

Planhat

Job description

Findem is the AI platform for talent outcomes. Its Labeling Engine transforms billions of unstructured people data points into verified Success Signals — context about what drives success — and Relationship Signals — insight into how people are connected and where influence flows. Together, these give customers a competitive edge in hiring, executive search, mobility, learning, development and workforce planning. That’s why leaders rely on Findem to improve pipeline quality, reduce costs, and deliver faster, more consistent talent impact. Named one of America’s Most Innovative Companies, Findem is redefining how organizations turn people data into business advantage.

Role Overview

The Senior CSM will directly manage a portfolio of Findem’s largest and most strategic customers while also serving as an overlay and advisor across the broader customer base. This role will drive consistency, foresight, and cross-functional alignment in how Findem delivers value and mitigates risk across all accounts.

The Senior Customer Success Manager owns the operational relationship - including success planning and business objectives alignment and attainment for a portfolio of Findem's enterprise customers. The role exists to protect and grow recurring revenue by ensuring each customer realizes measurable value from the Findem platform — faster time to hire, stronger pipeline quality, improved candidate quality, and greater recruiter productivity — and by identifying and resolving risk well before it reaches a renewal decision.

Operating as the customer's primary strategic product partner, the Senior CSM translates each customer's talent strategy into an executable success plan, drives adoption across Findem's offerings, and serves as the customer's internal advocate across Product, Marketing, Support, and Implementation. Accountability sits with retention, adoption depth, reference-ability, and expansion readiness across the assigned book.

What You'll Do

• 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

Your Working Experience

• 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

Benefits & Perks

• Competitive base + performance-based compensation
• Unlimited PTO
• Generoushealthcare coveragefor you and your family
• Home office and productivity setup stipend
• Professional development budgetand executive coaching access
• Equity grants that align your success with ours

Our compensation range reflects the cost of labor across multiple U.S. geographic markets. The base salary for this role is listed below by location, and the exact amount offered will depend on your skills, experience, and work location.

We’re an Equal Opportunity Employer

We believe that a diverse team builds better solutions. We’re committed to creating an inclusive environment for all employees and welcome candidates from all backgrounds, experiences, and perspectives.

Ready to build something impactful and lead a team to success?