Customer Success Manager (CSM)

London, UK /
Revenue – Customer Success /
Full-time
Hired is a marketplace that matches top tech talent with the world’s most innovative companies. In November 2020, Hired was acquired by Vettery, creating the largest AI-driven marketplace for high-intent technology and sales talent. Combined, Hired and Vettery have helped over 17,000 companies build top technology teams by connecting over 3 million diverse, vetted candidates to job opportunities. Through Hired and Vettery, candidates and companies have transparency into salary offers, competing opportunities, and job details. This level of insight is unmatched, making the recruiting process quicker and more efficient than ever before.

As a Customer Success Manager you are the face of Hired, tasked with supporting a large book of the existing business and supporting trial customers on their journey through the Hired marketplace. You are responsible for engaging with customers post-sales, driving user adoption and satisfaction. 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 success towards their company’s hiring goals.

It is your responsibility to effectively onboard these accounts, drive usage in the early stages and continuously throughout the contract, and build high customer satisfaction. You will work with your accounts to drive adoption, as well as act as the voice of your customers internally at Hired. Creative, energetic and self-driven, you understand customer needs and goals and know how to be a trusted partner so companies stay and grow with Hired. 

Key responsibilities and expectations

    • Deliver best in class customer support by building deep, consultative relationships with customers - you will be the primary touch point
    • Maintain a high volume of well-performing accounts by ensuring success and adoption within each
    • Maintain a deep understanding of the product and speak/train customers about the most relevant features/functionality for their specific business needs
    • Increase customer retention by conducting regular check-in calls for tactical items, and analyze and present the success metrics to your executive contacts
    • Conduct new employer onboardings with insightful demos and share best practices to drive engagement and success on the platform
    • Assist in the kick off and monitoring of customer trials and act as a key liaison to the Customer Success team when prospects become customers.

Candidate qualifications:

    • 1+ years in a customer success or account management role, preferably customer-facing in a SaaS organization
    • A passion for technology and our mission to disrupt the recruiting industry
    • Enjoys working closely with customers to ensure complete satisfaction and adoption
    • Thrive in a dynamic, fast-paced, collaborative environmentExemplary presentation and communication skills (both verbal and written) across all levels of an organization
    • High attention to detail, with a process and solution-oriented mindset
    • 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 five key values that are the foundation of our company culture, which every employee embodies:

Positivity - We’re positive when things get difficult so we can stay motivated and lift each other up. We’re very team focused in everything we do so contagious positive energy is extremely impactful. 

Ownership - We take pride in our work and take on a lot of responsibility from day one. All of us have the ability to see how our work and performance impact the success of the business. 

Grit - We love getting in the trenches and building from the ground up. Even though we’ve significantly grown since our tiny startup days, we still have that scrappy mentality and love that there’s still a lot to accomplish. 

Awareness - We’re focused, strategic, and constantly learning from our experiences. Each of us knows what’s expected of us as a corporate citizen and within our teams. 

Collaboration - We learn from one another and are constantly working with each other, within and across teams. Every team has an impact on others and we take pride in clear lines of communication. 

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. Plus, coming to work in our sunny Flatiron office is easy when there are so many things to look forward to: Flag Football games, Thursday Game Night, Cross-Team lunches, company happy hours, volunteer events, adorable pups, ping-pong, and your favorite snacks.  

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.

Equal Opportunity Employer/Veterans/Disabled 
Vettery 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.