Customer Success Manager - Central or Eastern time zone
PeoplePath is seeking an experienced Customer Success Manager to be the primary customer contact responsible for enterprise clients, driving adoption and outcomes using our SaaS platform. As a Customer Success Manager, you will serve as the platform subject matter expert, providing guidance to clients in various stages of the customer lifecycle, including leading post-sale implementation of the platform, configuring the platform and guiding clients through integration projects and decisions, servicing ongoing client support, and advising on best practices. The ideal candidate will be intellectually curious, organized, self-motivated, collaborative, growth-oriented, and team-centric.
To be successful in this role, you should have experience in enterprise platforms and be able to articulate technology in both technical and non-technical terms. You’re comfortable having both strategic conversations with senior executives and technical deep dives with operational engineers. You're not intimidated by complex technologies and have a desire to dig in and understand technical elements to help clients realize their goals.
Within your first six months, you'll own a portfolio of enterprise clients, configure their platforms, and guide their teams through integration decisions in partnership with our Customer Success Engineers.
PeoplePath has locations in Seattle, Washington; Munich, Germany; and the Czech Republic. The North America Customer Success team is located throughout the United States. We are seeking team members based in the Central or Eastern time zone to manage east coast-based clients. Currently, we are fully remote and travel to meet in person quarterly.
Responsibilities
Build strong, trusted relationships with clients as the primary point of contact, providing exceptional, high-touch service
Perform technical platform configuration to meet client requirements
Lead client onboarding and large multi-month implementations, guiding client stakeholders to the technical and business decisions needed to stay on track
Serve as the platform subject matter expert providing technical guidance and solutions
Provide ongoing technical support to clients, including troubleshooting and resolution of platform issues
Collaborate with Customer Success Engineers and global Development Team to scope technical projects, report bugs, and request enhancements of the platform
Train clients on the PeoplePath platform and provide ongoing education for your clients around their customizations and newly released functionality
Conduct regular client reviews to celebrate positive outcomes and identify risks
Identify opportunities for growth, value-adding services, and development offerings
Deliver strategic thought leadership, best practices, and adoption-related insights to help clients meet their goals
Define and document the use cases, configurations, and other factors related to the customer’s instances of the platform throughout the client lifecycle
Share learnings internally with the Customer Success team
Qualifications & Experience
4 to 6 years of experience owning enterprise client accounts in Customer Success, Implementation, or Technical Account Management at a B2B SaaS company
Proven track record of driving client satisfaction, adoption, and measurable outcomes that lead to strong retention and revenue growth across a portfolio of enterprise clients
Hands-on experience configuring a SaaS platform through admin tools, web-based settings, or configuration files
Bachelor’s degree or equivalent work experience; business or technical degree preferred
Experience guiding new clients through software implementations and technical integrations, including facilitating decisions between client business and IT stakeholders
Track record of managing multiple complex projects for enterprise clients with hands-on experience using project management principles to identify and mitigate risks
Strong interpersonal skills and comfort interacting with clients at varying seniority levels
Flexible approach and an ability to operate effectively with uncertainty and change
Highly developed oral and written communication skills
Track record of working successfully in teams
Intellectual curiosity and a drive to keep learning and improving
Driven, self-motivated, and enthusiastic, with a can-do attitude
Willingness to adopt earlier work hours to collaborate with European colleagues
Nice To Haves
Familiarity with tools, languages and technology like Git, Jira, Confluence, SQL, HTML, CSS, APIs, SFTPs, file formats such as CSV, JSON, XML, YAML
Ability to diagnose application errors using log files and log monitoring tools like Kibana
Experience with CRM software and/or HubSpot ticketing system
About PeoplePath
PeoplePath believes that lifelong relationships are the foundation for mutual success. Clients use PeoplePath’s cutting-edge software platforms for candidate relationship management and alumni engagement to lower recruiting costs, build brand ambassadors, and generate new business. With locations in the United States and Europe, we take talent management to the next level through our cloud-based platform, services, and customer-centric account management.
We’re an entrepreneurial company with a culture built on respect, integrity, and innovation. As a team committed to creating a positive and cohesive working environment, we’re pursuing a compelling vision while having fun building a world-class company and lasting connections along the way.
Salary Range Disclaimer
This salary range represents the low and high end of the PeoplePath salary range for this position. Actual salaries will vary depending on factors including but not limited to experience, performance, and location. The range listed is just one component of PeoplePath’s total compensation package for employees.
PeoplePath is proud to offer a 401k with company contributions, employer-paid health insurance, 3-weeks’ vacation, 11 paid holidays, 4-month paid parental leave and a 5-year sabbatical program.
Salary Range Transparency
$65,000 - $105,000