Medium
Join a scaling, tight‑knit team that’s working directly with innovative talent acquisition teams and thought leaders across various industries and geographies to make hiring a strategic advantage for their organizations. You'll serve as an advisor to our customers and take a consultative approach to ensure customers are set up for long‑term success as high‑performing hiring organizations using the Lever product suite.
As a Customer Success Manager on the Customer Advocacy team, you will be our customers' biggest champion and make their voice heard in everything we do – the problems we help solve, the solutions we build and the consultation we deliver. You will do that by building trusting partnerships with our customers and consistently empowering them to achieve their ongoing talent goals with Lever. We advocate for our customers by working across Lever to deliver solutions and share our learnings internally to help shape our products.
Quo Vadis?
We are looking for someone who is experienced in building lasting customer relationships and is passionate about making meaningful contributions to our customer’s success. Don’t be mistaken, this is a challenging career path but also highly rewarding. Are you up for the challenge? If so, stop reading and start applying.
Skill Set
3+ years of customer relationship or account management experience working in software as a service (SaaS) Solutions and results‑oriented mindset Experienced in customer‑facing roles, including analyzing customer accounts, identifying churn signals and account growth opportunities Highly organized with strong project management and time management skills Hands‑on experience with product training to external customers Proven experience delivering value‑based communications Strong ability to facilitate meetings with customers and users of various levels of seniority Empathy for customers Experience with opportunity identification for account expansion and revenue growth Passion and drive to work in a quickly growing startup where you will help shape a new function and the ways we add value with our customers Within 1 Month, You'll
Attend Ramp Camp, Lever’s week‑long onboarding where you’ll learn about all aspects of the business with a cross‑functional group of new Leveroos Master Lever’s various product training demo frameworks, customized for various customer stakeholders, and host sessions independently On a regular basis Conduct customer check‑ins including planning agendas, documenting interactions and tracking projects; prepare impact reviews and present to customers to achieve alignment and showcase Lever’s value Perform and document account health audits and communicate recommendations to maximize Lever's impact Develop proficiency in collecting ongoing customer product feedback to establish an effective feedback loop for product development Within 3 Months
Take ownership of a customer portfolio across industries, product offerings and segments; develop relationships through email, phone, video calls, webinars and in‑person visits Identify current hiring practices and internal business goals of your accounts Successfully complete certification for Product, Reports & Lever Talent Intelligence (LTI) Shadow five Customer Account Executive renewal calls to learn partnership on annual renewals, account expansion and upsell Teach customers best practices for using the Lever product suite through webinars and targeted training sessions Begin pulling user metrics and issuing quarterly business reviews to show areas of excellence and development Educate customers on the value of Lever’s products and why our solutions are essential to their recruitment success Take a disciplined approach to prioritizing workload and delivering on commitments to build credibility and trust Partner cross‑functionally with Sales and Customer Success to ensure a smooth transition from onboarding through the renewal cycle Be proactive in strategic planning; deliver value‑based messaging to motivate customer actions and strengthen renewal cases Transition the customer introduction to the Customer Account Executive 90 days prior to renewal Within 6 Months You'll
Utilize agreed‑upon milestones and metrics to keep customers on course to execute their success plans with Lever Provide feedback for process improvements that enhance service to external and internal customers Advise, influence and recommend best practices and strategic actions to align Lever’s solutions with customer goals Identify champions within accounts and highlight customer achievements to internal partners such as marketing Help interview candidates as the team grows Advocate internally for customer needs and develop strong feedback loops within Lever Confidently handle high‑stakes, time‑sensitive issues with customers Ensure Lever’s success based on each customer’s business case across a 12‑month lifecycle Identify growth opportunities and collaborate with Customer Account Executives to achieve renewal and upsell targets Help train new Customer Success Managers by participating in onboarding sessions
#J-18808-Ljbffr
3+ years of customer relationship or account management experience working in software as a service (SaaS) Solutions and results‑oriented mindset Experienced in customer‑facing roles, including analyzing customer accounts, identifying churn signals and account growth opportunities Highly organized with strong project management and time management skills Hands‑on experience with product training to external customers Proven experience delivering value‑based communications Strong ability to facilitate meetings with customers and users of various levels of seniority Empathy for customers Experience with opportunity identification for account expansion and revenue growth Passion and drive to work in a quickly growing startup where you will help shape a new function and the ways we add value with our customers Within 1 Month, You'll
Attend Ramp Camp, Lever’s week‑long onboarding where you’ll learn about all aspects of the business with a cross‑functional group of new Leveroos Master Lever’s various product training demo frameworks, customized for various customer stakeholders, and host sessions independently On a regular basis Conduct customer check‑ins including planning agendas, documenting interactions and tracking projects; prepare impact reviews and present to customers to achieve alignment and showcase Lever’s value Perform and document account health audits and communicate recommendations to maximize Lever's impact Develop proficiency in collecting ongoing customer product feedback to establish an effective feedback loop for product development Within 3 Months
Take ownership of a customer portfolio across industries, product offerings and segments; develop relationships through email, phone, video calls, webinars and in‑person visits Identify current hiring practices and internal business goals of your accounts Successfully complete certification for Product, Reports & Lever Talent Intelligence (LTI) Shadow five Customer Account Executive renewal calls to learn partnership on annual renewals, account expansion and upsell Teach customers best practices for using the Lever product suite through webinars and targeted training sessions Begin pulling user metrics and issuing quarterly business reviews to show areas of excellence and development Educate customers on the value of Lever’s products and why our solutions are essential to their recruitment success Take a disciplined approach to prioritizing workload and delivering on commitments to build credibility and trust Partner cross‑functionally with Sales and Customer Success to ensure a smooth transition from onboarding through the renewal cycle Be proactive in strategic planning; deliver value‑based messaging to motivate customer actions and strengthen renewal cases Transition the customer introduction to the Customer Account Executive 90 days prior to renewal Within 6 Months You'll
Utilize agreed‑upon milestones and metrics to keep customers on course to execute their success plans with Lever Provide feedback for process improvements that enhance service to external and internal customers Advise, influence and recommend best practices and strategic actions to align Lever’s solutions with customer goals Identify champions within accounts and highlight customer achievements to internal partners such as marketing Help interview candidates as the team grows Advocate internally for customer needs and develop strong feedback loops within Lever Confidently handle high‑stakes, time‑sensitive issues with customers Ensure Lever’s success based on each customer’s business case across a 12‑month lifecycle Identify growth opportunities and collaborate with Customer Account Executives to achieve renewal and upsell targets Help train new Customer Success Managers by participating in onboarding sessions
#J-18808-Ljbffr