Customer Success Manager, Enterprise

Remote /
Revenue – Customer Success /
Full-time
Hired is a talent marketplace that's demystifying the job search by matching top tech and sales talent with compelling opportunities at the world’s most innovative companies. Founded in 2012, Hired was acquired by Vettery and the Adecco Group in 2020, creating the largest hiring marketplace for technology and sales talent. Above all, we envision a world where all hiring is equitable, efficient, and transparent and are committed to empowering connections between ambitious people and teams.

Using Hired, both candidates and employers have transparency into salary offers, competing opportunities, and unique preferences. By combining both our technology and human touch, our goal is to enrich and automate the recruiting process, enabling candidates to employ their potential and find a job they love. To date, Hired has helped over 3 million diverse, vetted candidates find new opportunities at over 17,000 companies throughout the United States, Canada, Ireland, and the UK.

Customer Success Manager, Enterprise
Location: Remote, US
 
ABOUT THE ROLE:

The Enterprise Customer Success team at Hired manages the top tier of our enterprise clients, who have complex growth initiatives and fast-paced hiring processes. Many of these companies drive the direction of our product and vision. This team is hyper-focused on the health, growth, and evolution of these valuable customers, and is purely dedicated to their success. As an Enterprise Customer Success Manager at Hired, you will be responsible for the strategic relationship management of a book of enterprise clients. You’ll perform discovery to understand each client’s hiring goals, their interview process and their pain points, and partner with them to develop solutions that optimize the value Hired can deliver them—measuring your success via key engagement, success, and retention metrics.

It will be your responsibility to effectively onboard these clients to Hired, train new users, provide coaching & best practices, and drive early adoption of the Hired product so your clients see quick success. Connecting with people and building relationships is something that comes naturally to you and you are experienced at fostering meaningful & lasting customer partnerships that keep users engaged while driving progress towards their individual and company hiring goals. We’re looking for customer-centric, organized professionals who know how to work in a dynamic environment with multiple priorities. Cross-departmental collaboration and communication is critical to success in the role, as well as efficient time management. You will act as the voice of your customers internally at Hired, and help drive product decisions that suit your customers needs. 

WHAT WE NEED YOUR HELP WITH:

Manage and support a strategic book of enterprise clients 
Become a subject matter expert of all things Hired, effectively onboard new users with insightful demos, and share best practices to drive engagement and success on the platform.
Act as a marketplace and industry expert by sharing data and recruiting trends with your clients
Maintain a deep understanding of the product and speak/train customers about the most relevant features/functionality for their specific business needs
Oversee customer health by analyzing your book’s platform metrics and usage trendsIdentify areas of opportunity for growth and collaborate with your Account Managers to expand our reach within each account and continuously grow our client partnerships

WHAT WE LOOK FOR:

3+ years of prior experience in Customer Success or Account Management, preferably in a SaaS environment
2+ years of experience working with Enterprise clients
Excellent written and verbal communication skills - able to simplify complex topics in a friendly and approachable manner
Strong customer focus, you care about your customers and view their success as your own
A consultative approach to problem solving, and ability to manage customer expectations
High attention to detail, with a process and solution-oriented mindset
A passion for technology and our mission to disrupt the recruiting industry
Thrive in a dynamic, fast-paced, collaborative environment
Comfortable working with team members across different time zones

THESE WOULD ALSO BE NICE:

Experience in the HRTech, Recruiting or Talent Solutions industry
Experience using Salesforce as a CRM
BA/BS degree or higher 
With the above said, we understand that no candidate is perfectly qualified for any job and believe that diversity of background and thought makes for better problem solving and creative thinking, which is why we're dedicated to adding new perspectives to the team. Even more important than your resume is a positive attitude, passion for the work, personal drive for growth, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply even if your experience doesn't align perfectly to what is listed here.

Hired has six key values that are the foundation of our company culture, which every employee embodies:

Raise the bar - Impact matters. Stay focused and curious.

Think big & hustle - Push for bold, thoughtful, and rapid innovation.

People first - Prioritize development and wellbeing. Help people flourish and feel valued.

Transparency builds trust - Communicate with candor, honesty, and respect.

Strength through inclusion - Welcome all voices. What makes you unique makes us all strong.

One team, one dream - Pride and passion for our mission. Work collaboratively and have fun.


Why you’ll love working at Hired:

We love coming to work on Monday. It’s easy to love the work you do when you see the positive impact it has, and helping someone find their dream job can change their life forever. We believe in our mission, love the work, and have fun doing it together. Even in our hybrid remote environment, we've maintained our culture through bi-weekly Company meetings, virtual team social events, cross-team lunches, volunteer events, and a very active set of Slack channels.

We know life is about more than just work. We have an open vacation policy so you can take the time you need to relax and rejuvenate, contribute to the cost of insurance coverage (health, vision, and dental), and offer a fully paid 12-week parental leave, 401k, commuter benefits, and gym membership discounts.

We invest in your development. A company is only as strong as its team, and we want to help strengthen every member of our team. We give everyone the opportunities and support they need to reach that next professional level through company-sponsored General Assembly classes and conferences, in-house training, a culture of continuous feedback, and the chance to run with projects.

We’re consistently recognized for our culture. We’re listed #5 on Fortune's 60 Best Companies to Work for in New York City, included in Fortune’s Best Workplaces in Technology for 2020, and have been previously honored at Crain’s Best Places to Work Awards and included in Inc Best Workplaces.

We bring our whole selves to work. We are committed to fostering diversity and inclusion at all levels of our company. We value the multitude of talents and perspectives that a diverse workforce brings and are passionate about creating an inclusive workplace that promotes and values diversity. As a recruiting tool, Hired is committed to building equity in the hiring process through a more representative talent pool. As a company, we take active steps to support an inclusive work environment through the creation of a cross-team DEI taskforce, Employee Resource Groups (ERG), bias mitigation interview training, and respectful workplace training for all employees.

Hired strives to provide and maintain a workplace that is safe and free of known hazards. Due to this, as a condition of employment, we require proof of COVID-19 vaccination at time of hire. Accommodations will be considered for those with disability/medical conditions or because of a sincerely-held religious belief who, in narrow circumstances, cannot get vaccinated due to such reasons. Additional accommodations may be considered for applicants desiring to work from a state that has passed a law that provides for additional exemptions or protection.

Equal Opportunity Employer/Veterans/Disabled 
Hired values the multitude of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.