Job Description
Company Description
At Sense, we are transforming the candidate experience for the World's Best Places to Work. Independent workers now make up nearly 31% of the US workforce, and we are reinventing the way companies build long-term relationships with this workforce by creating the industry's first contractor communication and engagement platform to drastically improve communication and job satisfaction. We believe this type of work is only going to get more common and the experience can be much better for the candidates and contractors.
Job Description
We have an incredibly active and quickly growing customer success program here at Sense and we are looking to add a Lead Customer Success Manager to help support customers using our (now three!) products.
We’re looking for a Lead Customer Success Manager to join our high performing customer success organization to help support our largest enterprise customers. This is a great opportunity for an experienced CSM who is comfortable consulting with senior executives at enterprise organizations. In this role you will have the opportunity to collaborate with internal colleagues across product, engineering, account management and sales to ensure our customers are given the support they need to achieve their goals and maximize their ROI.
You'll join a collaborative, fun team where everyone is active in the product development process. Our founders are lifelong entrepreneurs who have built and scaled companies in the past. At this stage of our company’s lifecycle, you will have the opportunity to make a critical impact in how our company grows and scales.
Role Responsibilities:
Become an expert in Sense products, integrations, and best practices
Consult with executives leaders across enterprise 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
Demonstrated experience in a customer success focused position, working with enterprise customers
Strong empathy for customers and passion for delivering 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
