One solution built for enterprise companies to source, contract, manage, and pay any type of contingent talent.
Customer Success Manager
Location
United Kingdom
Posted
153 days ago
Salary
$84K - $119K / year
Seniority
Senior
Job Description
Customer Success Manager
Lifted, an Upwork Company
• Partner with our customers to achieve their Talent / Workforce and Business goals, by driving adoption with Hiring Managers and ensuring they see value with the Lifted offerings • Provide expert consultation and training on Workforce talent sourcing/management, integrations (SSO, HRIS, etc), Lifted product configurations, Lifted Talent network, and best practices within the context of customer-appropriate workflows • Build and execute on Customer Success Plans outlining customer approach to maximizing value of the Lifted offerings (ensure Healthy customers) • Proactively build trusted relationships and maintain continuous engagement with Hiring Managers to drive increased adoption of Lifted offerings (expansion with existing users); including weekly, monthly and QBR meetings with appropriate stakeholders • Internally, own retention and churn mitigation of existing spend, including an internal Forecast, and partner with Sales on the expansion/growth motion • Actively participate in full Product feedback loop - provide thoughtful customer-driven product feedback to R&D teams, and represent Product roadmap and vision to the customer • Work closely with cross-functional partners like Sales, Professional Services, Talent Services, Support, Marketing, Product, Engineering, Implementation, Solution Architects, User Research • Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations, etc
Job Requirements
- 3-5+ years of experience in Customer Success, Account Management, or Sales with direct responsibility for retention targets; experience with large Enterprise customers
- Experience with consumption-based business models, and HR tech, Talent Acquisition, Staffing, VMS/MSP industries a plus
- Proven track record of meeting or exceeding retention goals and business KPIs, commercial orientation and business acumen
- Demonstrated history of building enduring customer relationships with key stakeholders
- Strong consultative skills, including effective discovery, and creative problem solving
- Excellent communication skills, experience leading client meetings, QBRs, product trainings
- Comfort with data-driven storytelling and leveraging data to provide effective recommendations
- Strong project management and time management skills - can stay organized and manage multiple projects simultaneously
- Effective collaboration with cross-functional teams in a matrix environment
- Strong sense of ownership, bias for action, and resilience - you are scrappy, will roll up your sleeves and can make things happen
- Some travel to visit key customer stakeholders in person
Benefits
- comprehensive medical coverage for you and your family
- unlimited PTO
- 401(k) plan with matching
- 12 weeks of paid parental leave
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