• Account management with responsibility for major brands and/or Fortune 1000 companies • Grow the value and long-term value of your assigned accounts • Deliver regular client reviews, status meetings and presentations • Advising clients on social media strategy • Support in the set-up and implementation of social media projects • Keep Salesforce Opps and Projects up to date • Work in partnership with other client agencies • Contribute to new business pitches • Work with senior management to shape ICUC’s strategic offering • Stay within the retention target set at the start of every year • Support the growth department in hitting the upsell targets for the year • Maintain high client satisfaction through NPS surveys

Staples is business to business. You’re what binds us together. Our world class sales and sales support teams work directly with businesses of all sizes to offer products and services to meet our customers’ unique needs. We are committed to understanding our customers and use best-in-class sales tools and technology to find the best solutions. We’re constantly discovering new ways to reach our goals, taking time to develop our skills, and investing in our career growth, so we can enjoy lucrative opportunities and grow our careers both within and beyond sales. The Customer Success Consultant provides program support to Staples Advantage customers, ensuring a positive customer experience. As a member of the Customer Success Consultant team, the CSC will share responsibility for core account support activities such as on-boarding, issue escalation, program implementation and account maintenance within their collective book of business. They are expected to understand general account and customer dynamics and coordinate resolution of customer needs with minimal support from sales counterparts. What you’ll be doing: - Serve as primary liaison for assigned Enterprise and Strategic customers, responsible for optimizing their utilization of program benefits & escalation point for resolving complex customer needs. - Your role as a subject matter expert on Staples products and services is crucial, instilling confidence in our customers and ensuring their needs are met with the highest level of expertise. - Oversee customer projects that span multiple systems, processes, and/or departments. - Identify evolving customer needs and collaborate internally to tailor solutions, including support for complex 3PP/EDI platforms. - Identify opportunities for simplification, upselling, and enhancing customer partnerships. - Determine root cause of issues including, but not limited to, delivery, system updates, credit/billing, order quotes, product/stock, and vendor inquiries. - Identify resolutions to prevent re-occurrence, execute strategy, and close the loop with internal/external stakeholders. - On-board customers as needed in partnership with Sales to ensure a smooth implementation process for our contract accounts and new programs. - Conduct comprehensive business reviews & presentations to executive-level stakeholders, including Procurement executives, utilizing industry-specific terminology and insights. - Log all activity in Salesforce using Case Management and monitor dashboards & outbound cases submitted through completion. What you bring to the table: - Ability to interface at Manager, Director, or VP levels with a strong business acumen. - Leverage data to drive decision-making. - Excellent communication and interpersonal skills. - Ability to manage a demanding and unpredictable workload with efficiency and poise to resolve issues, attempt to remedy issues and/or coordinate solution for internal/external customers. - Exceptional time management and attention to detail. - Ability to function independently with minimal supervision. - Professionally represent Staples on camera for business and high-level executive meetings. - Accountable for KPI’s and performance - Knowledge of logistics and supply chain operations - Strong conflict resolution skills What’s needed- Basic Qualifications: - High school diploma or GED - 2+ years' experience using Microsoft Office - 2+ years of business experience - 2+ years' experience of advanced Excel experience using VLOOKUP's, pivot tables, charts, etc. - 2+ years of Salesforce experience What’s needed- Preferred Qualifications: - Bachelor's Degree - Salesforce Case Management experience We Offer: - Inclusive culture with associate-led Business Resource Groups - Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays) - Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more perks and benefits It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, business considerations, geography, and internal equity. Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

Company Description SmartRecruiters is the Recruiting AI Company that transforms hiring for the world’s leading enterprises. Built for global scale, SmartRecruiters, an SAP company, delivers an AI-powered hiring platform that automates and optimizes the entire talent acquisition process, ensuring faster and smarter hiring decisions. More than 4,000 companies, including Amazon, Visa, and McDonald's, rely on SmartRecruiters to build winning teams. In 2025, SmartRecruiters joined SAP, the global leader in enterprise applications. Together, SmartRecruiters and SAP are accelerating the reinvention of hiring by combining cutting-edge AI innovation with the scale, reach, and resources of SAP’s ecosystem. At SmartRecruiters, we are a values-driven, globally focused tech company with strong financial backing and a bold vision for the future of work. We commit and dig deep, embracing challenges with grit, curiosity, and a drive for excellence. We foster a collaborative and inclusive work environment, where trust and determination bring us together. Because together, we will win. Recognized by Fosway Industry Analysts as a strategic leader in recruitment technology for three consecutive years, and awarded by Comparably as a top company for Women, Perks and Benefits, Work-Life Balance, Happiness, Compensation, Diversity, and Culture - we take pride in creating a place where everyone can thrive. Our remote-friendly culture, competitive salaries, and strong internal mobility ensure that high performers have meaningful growth opportunities in an environment built on respect and empowerment Job Description Having raving fans has been, and will always be, one of our most critical competitive advantages. The Customer Success Manager is an individual contributor on a high-performing team redefining the client-vendor relationship with our enterprise customers. This role owns the end-to-end customer lifecycle, including adoption, value realisation, and renewal execution, earning trust through a unique engagement model designed to drive measurable Hiring Success. What you’ll deliver: - Serve as the primary point of contact for a portfolio of large enterprise customers, owning retention, growth, and value realisation across all assigned accounts - Own the end-to-end customer lifecycle, including adoption, value delivery, renewal readiness, and expansion opportunities - Assume full responsibility for contract renewals, including commercial discussions, renewal strategy, and execution for your customer portfolio - Proactively prepare customers for renewal by articulating value delivered, outcomes achieved, and ROI through clear, executive-ready presentations and materials - Partner closely with the Global Renewals Manager and Sales Operations to prepare renewal quotations, order forms, and all related contractual documentation - Maintain accurate and up-to-date renewal and opportunity data within internal systems to support forecasting, reporting, and renewal governance - Develop and execute account growth strategies, identifying upsell and cross-sell opportunities aligned to customer goals and outcomes - Collaborate with Account Executives on expansion opportunities for additional products, modules, or services - Proactively identify and manage renewal and revenue risk, raising and owning Red Account plans in partnership with internal stakeholders to drive timely remediation - Own product adoption and utilisation, ensuring customers are educated on best practices, new features, and product releases - Support customers with release readiness, identifying opportunities to leverage product innovations to increase value and long-term impact - Partner with customers to define desired business outcomes and build success plans focused on measurable value and ROI - Build strong, trusted relationships with stakeholders at all levels, delivering compelling Value Reviews that reinforce confidence and long-term partnership - Provide strategic guidance and best-practice recommendations, connecting customers to internal experts, resources, and where appropriate, peer customers - Use available insights and data to conduct regular customer health checks, identifying risks and opportunities to improve adoption, engagement, and satisfaction - Actively build customer advocacy, identifying referenceable customers, case studies, and success stories to support growth opportunities - Act as the voice of the customer, gathering and synthesising feedback to drive continuous improvement across product, services, and internal processes - Collaborate closely with cross-functional teams to ensure customers achieve desired outcomes, while setting and managing expectations around timelines, resources, and delivery - Participate in ongoing training to maintain deep product and solution expertise, ensuring high-quality guidance and support for enterprise customers Success in the role requires a real team mentality, ability to work across different teams with disparate needs, creativity, and original thinking to actively identify new and different approaches to delivering Hiring Success to our install base. Qualifications - 5+ years experience in a B2B client-facing role (customer success, professional services, sales, or account management) - Demonstrated technical acumen and experience supporting customer implementation, adoption, and/or optimization of SaaS solutions - Domain expertise in recruitment and talent management is essential. Experience in working with HRIT is an advantage - Experience in working with customers on both a strategic and technical level is essential - Strong data literacy and an understanding of core TA Metrics. Ability to use data to identify opportunities and communicate value to customers - Proven track record of driving issues to resolution and advocating on behalf of a customer. - Demonstrated time management and communications skills - Demonstrated ability to plan and execute against customer priorities and expectations - Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Service Excellence - Experience with SaaS solutions such as Salesforce, ServiceNow, SAP, Workday and/or customer success supported platforms preferred - Available to travel up to 10%. Additional Information SmartRecruiters is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. SmartRecruiters strives to offer equitable and engaging compensation to our employees across the globe as we always seek to attract, motivate, and retain the right talent. We utilize a data-driven approach in order to remove biases in our decisions. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, and certifications.

Job Title: Customer Success Manager Position Type: Full-Time, Remote Working Hours: U.S. client business hours (with flexibility for client calls, QBRs, and support escalations) About the Role: Our client is seeking a Customer Success Manager / Account Manager to own client relationships, drive product adoption, and ensure renewals and growth. This role requires balancing proactive engagement with responsive problem-solving, acting as the client’s advocate internally while also identifying upsell and cross-sell opportunities. The CSM ensures that customers achieve measurable value while maintaining long-term, profitable partnerships. Responsibilities: Onboarding & Adoption: - Lead client onboarding sessions and establish success criteria. - Configure accounts, deliver product training, and ensure smooth implementation. - Track early adoption metrics to identify gaps. Relationship Management: - Manage a portfolio of 20–40 active accounts, depending on client size. - Serve as the primary point of contact for client stakeholders. - Conduct regular check-ins and strategic reviews. Proactive Engagement: - Monitor product usage through Gainsight, ChurnZero, Totango, or custom dashboards. - Identify at-risk accounts early and execute playbooks to re-engage them. - Deliver quarterly business reviews (QBRs) to align on goals and ROI. Support & Escalation: - Triage support issues and escalate to technical teams as needed. - Track resolution and ensure client satisfaction post-issue. Growth & Retention: - Identify upsell/cross-sell opportunities based on client needs. - Collaborate with sales teams to expand accounts while maintaining renewals. - Track renewal pipeline and prepare contracts for review. Reporting & Feedback: - Prepare reports on client health, usage, and renewal status. - Capture client feedback and relay to product/engineering teams for improvements. What Makes You a Perfect Fit: - Excellent communicator with executive presence and consultative skills. - Empathetic listener who balances client needs with business objectives. - Organized multitasker who thrives managing multiple accounts. - Comfortable owning revenue responsibility through retention and expansion. Required Experience & Skills (Minimum): - 2–3 years in customer success, account management, or client-facing roles. - Proficiency with CRM systems (Salesforce, HubSpot) and CS platforms (Gainsight, ChurnZero, Totango). - Strong presentation skills for client-facing reviews and demos. - Proven ability to manage client relationships and drive renewals. Ideal Experience & Skills: - 3–5 years CSM/AM experience with revenue targets. - Industry background in SaaS, professional services, or B2B technology. - Familiarity with NPS, CSAT, and customer health scoring. - Experience creating client-facing collateral (playbooks, decks, case studies). What Does a Typical Day Look Like? A CSM’s day revolves around driving client value and ensuring account health. You will: - Start by reviewing dashboards to identify at-risk accounts or upsell opportunities. - Hold client calls, ranging from onboarding sessions to strategic QBRs. - Coordinate internally with support, product, and sales to resolve issues or align strategies. - Prepare renewal forecasts and track contract timelines. - Document client interactions in CRM and update health scores. - End the day reviewing feedback and usage metrics, preparing actionable recommendations for clients. In essence: you are the client’s trusted advisor and the company’s revenue guardian, ensuring relationships are long-lasting, productive, and mutually beneficial. Key Metrics for Success (KPIs): - Net Revenue Retention (NRR) ≥ 100%. - Renewal rate ≥ 90–95%. - Expansion/upsell targets achieved. - Client health scores consistently maintained/improved. - Positive client satisfaction scores (NPS, CSAT). Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., roleplay a QBR or prepare an account health plan) - Client Interview with Sales/CS Leadership - Offer & Background Verification