As a Scaled Customer Success Manager (CSM) you will be responsible for driving adoption, retention and growth across a large portfolio of customers through proactive, structured, one to many engagement rather than traditional 1:1 account management. This role owns a segment of 200+ customers, using automated workflows and campaigns, group enablement sessions and data informed interventions to ensure every customer receives the right guidance at the right time. Success is measured by the CSM’s ability to build and run scalable, repeatable programs that reach the portfolio efficiently, reserving 1:1 engagement only where it is most warranted.
What You’ll Do
🎯 Account Management & Strategic Direction
Own adoption, retention and growth outcomes for a portfolio of 200+ mid market customers
Design and run scalable, repeatable programs to proactively drive progress towards desired business metrics and outcomes
Triage and respond to inbound customer queries and escalations
Keep account data accurate and current for the portfolio (Salesforce)
Lead initiatives with customers to drive positive Net Promoter and candidate experience scores
Build broad relationships with key account contacts and internal partners on the sales, product and engineering teams
Partner with the Hirevue Strategic Sales team to identify growth and expansion opportunities within your account base.
💡 Subject Matter Expert / Advocate
Partner with customer on Hirevue product offerings, best practices & processes, and lead customers to effectively integrate Hirevue into those processes
Advocate for customers internally helping build and maintain strong partnerships with the sales, product management and marketing teams
What You Bring to the Table
Experience: 2+ years in Customer Success, Account Management, SaaS/Tech consulting, or project/change management.
Industry Savvy: Intermediate working knowledge of the Human Resources or Talent Acquisition Function a plus
Tech Stack: Proficiency with Salesforce and Microsoft Office Suite.
Experience in leading client relationships in software as a service or technology environments
Experience with sales, consulting, training, or leading new initiatives in a corporate environment
Experience in project/change management
All team members at Hirevue are expected to embody our core values, which are the H.E.A.R.T. of Hirevue. They are: Hero for our Customers, Enjoy the Journey, Always do the Right Thing, Reach Forwards, and Take Action and Go.
Flexible Paid Time Off | Medical, Dental, Vision | 12 Weeks Maternity & Adoption | 401K match
Click Here for US Benefits
This position is a work-from-home role. The individual in this role must be able to work from home in an environment free from distractions, where they can attend virtual video meetings. CSMs are expected to travel occasionally (up to 30%) to support customer meetings, attend trade shows, etc. This may involve occasional overnight travel.
Hirevue takes security seriously and has measures in place to protect work-related data in a remote setting. Our organization has implemented a BYOD (Bring Your Own Device) policy, HireVue uses Google User Enrollment, which ensures personal apps and data are kept separate from work apps and data should you choose to use your personal device for work purposes. HireVue can manage only the work-related aspects of the device, ensuring privacy for personal data.
Hirevue is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other category protected under the law. HireVue is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation. All your information will be kept confidential according to EEO guidelines.
Hirevue is NOT currently hiring in:
AK, HI, IA, ME, MS, NM or WV.
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Hirevue is where hiring happens – transforming the way organizations discover, engage, and hire the best talent. Connecting companies and candidates anytime, anywhere, Hirevue’s end-to-end hiring platform features video interviewing, assessments and conversational AI. The industry leader in science backed, modern hiring solutions powered by ethical AI, Hirevue has hosted more than 70 million video interviews and 200 million chat-based candidate engagements for over 1200 pioneering customers around the globe.
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