Customer Success Manager

Company Description

Sense is a diverse, collaborative team tackling one of the most universal challenges in today’s workforce. With a mission to change the way companies engage with talent, we’re creating a better experience for employers, recruiters, and candidates. Your work at Sense will impact millions of people around the globe and will be instrumental in evolving an entire industry. Join us in shaping the workforce of the future!

Founded in 2015, Sense is a high-growth HR Tech SaaS startup with offices in the Bay Area and Bangalore. It has 300+ team members, serves 700+ customers, and has grown 100% year-over-year since launch. We have raised $90M in funding, backed by GV (Google), SoftBank, Accel, and Avataar Ventures.

As a part of the Sense team, you’ll play an active role in shaping and developing our products and processes. Our founders are lifelong entrepreneurs with a history of building, scaling, and successfully exiting large companies. At Sense, your career goals will be supported through active mentorship and learning and development opportunities. We’re an experienced team and looking for great people to add to our team.

Job Description

• Become an expert in Sense products, integrations, and best practices
• Consult with executives and leaders across level staffing and recruiting organizations to understand the priorities, challenges, and goals of their businesses
• Lead customers to develop focused success metrics directly tied to results from Sense products that prove relevant ROI that impacts key business objectives
• Partner with Sales and Account Management to identify expansion opportunities and risks across your customer accounts
• Collaborate with engineering, product, and support teams to ensure customer issues are appropriately prioritized and resolved while ensuring customers are always kept informed throughout the process
• Gather feedback from customers and help influence product development by advocating for key features with product and engineering teams
• Help develop and iterate on processes, documentation, and resources

Qualifications

• 4- 6 years of relevant work experience
• Demonstrated experience in a customer success focused position, working with smb/mm/enterprise customers
• Strong empathy for customers and passion for delivering the highest quality customer experience
• Analytical and process-oriented mindset that enables you to prioritize a busy workload, proactively find and uncover issues, assess and improve processes for efficiencies
• Confidence working autonomously, taking responsibility and being accountable for the success of a book of key customer accounts
• Curious, with a desire for continuous learning and improvement
• Comfortable learning technical concepts and working with engineers to solve problems is required
• Ability to influence through persuasion, negotiation, and consensus-building
• Excellent communication and presentation skills
• Ideally experience working in a customer success role within a SaaS organization
• Organized, fast paced execution and comfort prioritizing and reprioritizing work throughout the day

Additional Information

Perks & Benefits

Sense is an equal opportunity employer. We believe that diversity, inclusion, and belonging is integral to our success, and do not discriminate based on race, color, religion, age, or any other basis protected by law.

All your information will be kept confidential according to EEO guidelines.