Harver
Job Overview
We operate a best-in-class Customer Success Team and leverage a repeatable go-to-market motion. We hire high-caliber Enterprise SaaS customer success professionals to thoughtfully engage CHOs, TA teams, VPs, General Managers, and other corporate decision makers. Our Customer Success team takes a proactive, consultative, and high-touch approach when working with customers, by engaging directly with end-users to generate platform adoption and running Executive Business Reviews to align with strategic initiatives and quantify and communicate ROI.
Harver is the industry-leading hiring solution helping organizations optimize their talent decisions. Rooted in over 35 years of rich data insights, the company’s portfolio of solutions enables organizations to make the best talent decisions across the entire employee lifecycle. Having processed over 100 million candidates, Harver provides trusted, flexible, and adaptable offerings making hiring better, faster, and fundamentally more fair. More than 1,300 customers trust Harver to help put purpose to work.
Responsibilities
Drive customer retention and expansion by leading a team of CSMs focused on our largest customers
Drive the customer success strategy to ensure consistent, high-quality customer experiences across the journey
Own gross and net revenue retention for our global customer base
Design scalable programs to onboard, engage, and support customers at every stage
Build a proactive customer health model and implement playbooks for risk mitigation and value realization
Build, coach and scale the Enterprise Customer Success team, including sharing and shaping Customer Success process, best practices, and strategies
Drive accountability amongst the Customer Success team to ensure best practices are being followed to demonstrate the value of their Harver investment to our customers
Regularly monitor account health and user adoption across a large portfolio of accounts, and report on key performance indicators to Customer Success and broader Commercial team leadership
Takes ownership of customer retention and customer health programs to drive optimum retention results
Follow best practices for delivering customer excellence and hold team accountable for delivering against KPIs and hold team to a high standard of consistency
Engage directly with key customers on Executive Business Reviews (with CSMs) to communicate value provided by Harver
Provide support for CSMs in at-risk accounts through risk detection/alerting and action plans
Building hiring plans and recruit, hire and onboard world class CSMs
Partner closely with sales, product, and services teams to advance Harver's mission and approach to customer engagement
Qualifications
8+ years of experience in Customer Success or Account Management Enterprise SaaS
3+ years of experience leading high performing teams as a Senior Manager or Director, with a track record of exceeding retention and expansion targets
Previous experience leveraging value realization best practice techniques to drive customer's desired outcomes
Previous experience cultivating relationships with Chief People Officers and Chief Human Resource Officers is an advantage
Experience with HR Technology or adjacent SaaS solutions preferred
Has bias for action and executing with urgency
Foster a culture of feedback, accountability, and customer-centricity
Proven track record of exceeding retention targets
Lead by example with ability to develop close personal relationships with customers and colleagues through empathy and respect
Patient and active listener
Proactive and self-driven, and bring infectious positive energy and resiliency
Passion for people, with a history of hiring, developing, and up leveling your teams
Proven ability to manage large (several hundred) logo portfolio
Excellent written and verbal communication skills (email & PPT)
Seniority level
Executive
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Software Development
#J-18808-Ljbffr
Harver is the industry-leading hiring solution helping organizations optimize their talent decisions. Rooted in over 35 years of rich data insights, the company’s portfolio of solutions enables organizations to make the best talent decisions across the entire employee lifecycle. Having processed over 100 million candidates, Harver provides trusted, flexible, and adaptable offerings making hiring better, faster, and fundamentally more fair. More than 1,300 customers trust Harver to help put purpose to work.
Responsibilities
Drive customer retention and expansion by leading a team of CSMs focused on our largest customers
Drive the customer success strategy to ensure consistent, high-quality customer experiences across the journey
Own gross and net revenue retention for our global customer base
Design scalable programs to onboard, engage, and support customers at every stage
Build a proactive customer health model and implement playbooks for risk mitigation and value realization
Build, coach and scale the Enterprise Customer Success team, including sharing and shaping Customer Success process, best practices, and strategies
Drive accountability amongst the Customer Success team to ensure best practices are being followed to demonstrate the value of their Harver investment to our customers
Regularly monitor account health and user adoption across a large portfolio of accounts, and report on key performance indicators to Customer Success and broader Commercial team leadership
Takes ownership of customer retention and customer health programs to drive optimum retention results
Follow best practices for delivering customer excellence and hold team accountable for delivering against KPIs and hold team to a high standard of consistency
Engage directly with key customers on Executive Business Reviews (with CSMs) to communicate value provided by Harver
Provide support for CSMs in at-risk accounts through risk detection/alerting and action plans
Building hiring plans and recruit, hire and onboard world class CSMs
Partner closely with sales, product, and services teams to advance Harver's mission and approach to customer engagement
Qualifications
8+ years of experience in Customer Success or Account Management Enterprise SaaS
3+ years of experience leading high performing teams as a Senior Manager or Director, with a track record of exceeding retention and expansion targets
Previous experience leveraging value realization best practice techniques to drive customer's desired outcomes
Previous experience cultivating relationships with Chief People Officers and Chief Human Resource Officers is an advantage
Experience with HR Technology or adjacent SaaS solutions preferred
Has bias for action and executing with urgency
Foster a culture of feedback, accountability, and customer-centricity
Proven track record of exceeding retention targets
Lead by example with ability to develop close personal relationships with customers and colleagues through empathy and respect
Patient and active listener
Proactive and self-driven, and bring infectious positive energy and resiliency
Passion for people, with a history of hiring, developing, and up leveling your teams
Proven ability to manage large (several hundred) logo portfolio
Excellent written and verbal communication skills (email & PPT)
Seniority level
Executive
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Software Development
#J-18808-Ljbffr