Senior Customer Success Manager

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