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

• Own partner relationships post-signature • Manage partners through onboarding, launch, ongoing performance management, renewal, and select expansion opportunities. • Serve as a primary day-to-day point of contact for assigned partners across operations, performance, and collaboration. • Build strong, trusted relationships with partner stakeholders and help ensure a smooth experience across the partner lifecycle. • Work closely with Rev Ops to monitor partner performance against defined KPIs such as attach rate, engagement, revenue, partner satisfaction, and operational health. • Support recurring business reviews with partners and internal stakeholders by surfacing insights, risks, and recommended actions. • Identify issues early, coordinate cross-functional resolution, and help execute recovery plans where performance is off track. • Help implement and refine repeatable playbooks for onboarding, launch readiness, in-life support, and QBR/MBR cadences. • Contribute to partner tiering, governance models, and support structures that align service levels to partner needs. • Partner with RevOps and Operations to improve reporting, tooling, and workflow efficiency. • Manage longtail/affiliate partnerships • Gather partner feedback and translate it into clear themes and actionable recommendations for Product, Engineering, Marketing, Data, and Operations teams. • Share market and partner insights that help internal teams understand where friction exists and where opportunities for improvement or growth are emerging. • Advocate for partner needs while balancing Oura’s business priorities and member experience. • Run the internal business development for complex deals, bringing the right stakeholders together to build and/or develop new systems to scale with deals. • Partner with Legal, Security, Clinical/Regulatory, Support, and Operations teams to help ensure live partnerships operate within agreed guardrails and service expectations. • Manage escalations with a high bar for responsiveness, communication, and resolution. • Help maintain strong internal coordination across launches, reporting, support, and ongoing partner needs.

Job Title: Customer Success Manager – HVAC & Plumbing Position Type: Full-Time, Remote Working Hours: U.S. Hours About the Role We’re hiring a Customer Success Manager who thrives on fast-paced phone conversations and knows how to turn HVAC and plumbing inquiries into booked jobs. This role is perfect for someone who enjoys helping customers, closing opportunities, and being a key driver of daily revenue. You’ll be the first point of contact for customers calling in with urgent service needs. Your ability to listen, guide the conversation, and confidently book the right service will directly impact customer satisfaction, technician utilization, and overall business growth. Responsibilities Inbound Sales & Call Handling - Answer high-volume inbound HVAC and plumbing calls with professionalism, empathy, and confidence - Convert customer inquiries into booked service appointments, targeting a high call-to-booking rate - Ask the right questions to understand the issue and recommend the most appropriate service Scheduling, Upselling & Membership Sales - Schedule HVAC and plumbing appointments accurately and efficiently - Identify opportunities to upsell relevant services when appropriate - Promote and sell the membership program during eligible calls - Consistently work toward membership sales and booking targets Process, Documentation & Accuracy - Log all calls, bookings, and customer details accurately in the CRM - Follow call scripts, workflows, and scheduling guidelines - Contribute ideas to improve call handling, conversion rates, and customer experience Customer Experience & Team Collaboration - Handle escalated or sensitive customer situations calmly and professionally - Maintain a customer-first mindset on every call - Collaborate with team members to ensure consistent service quality What Makes You a Perfect Fit - You have experience handling HVAC or plumbing customer calls - You are confident on the phone and know how to guide conversations toward bookings - You enjoy sales but genuinely care about helping customers solve problems - You take ownership of your results and conversion performance - You are dependable, disciplined, and comfortable working U.S. hours - You adapt quickly in a fast-paced, high-call-volume environment Required Experience & Skills - Prior experience in HVAC or plumbing customer service or sales (must-have) - Proven ability to convert inbound calls into booked service appointments - Strong phone presence with excellent listening and communication skills - Experience working with CRMs or scheduling systems - Solid upselling and objection-handling skills - High attention to detail when documenting calls and bookings - Accountability for performance, call quality, and customer satisfaction What Does a Typical Day Look Like ? Your day is focused on helping customers get the service they need while keeping schedules full. You will: - Handle inbound HVAC and plumbing calls throughout your shift - Understand customer issues and recommend the right service solution - Book appointments and present membership options when applicable - Accurately document all interactions in the CRM - Handle escalations professionally and follow established processes In short: You turn incoming calls into booked jobs and long-term customer relationships through clear communication, empathy, and execution. Key Metrics for Success (KPIs) - Call-to-booking conversion rate - Membership close rate - Number of memberships sold - CRM accuracy and documentation quality - Customer satisfaction and call quality scores Interview Process - Initial Screening Call - Interview with Pavago Recruiter - Client Interview - Offer & Onboarding #LI-AG1