Senior Customer Success Manager

Sense

Bangalore, IN
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 09/29/2024
  • Website: www.sensehq.com
  • Company Address: 225 Bush St, San Francisco, CA, 94104

About Sense

Sense—the leading AI-powered Talent Engagement Platform— redefines the recruitment process by seamlessly blending personalized, omnichannel candidate experiences with enhanced recruiter efficiency.

Job Description

About Us
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
As a vital team member, you'll have a multifaceted role, collaborating closely with customers, product development, engineering, AI, and support teams. Your key responsibilities will include:
  • Drive seamless implementation and onboarding, ensuring efficient project management and documentation for effective product adoption.
  • Cultivate a network of champions within each account through education, coaching, and influential skills.
  • Manage and exceed customer expectations, taking ownership of requirements and resolving issues.
  • Serve as a trusted advisor conducting business reviews and advocating for our customers, positioning yourself as a recruitment thought leader.
  • Enhance product adoption, ensure client retention, and advocate for Sense's global customers.
  • Conduct product training, deliver engaging presentations, and provide accurate & timely reports.
  • Provide consultation to clients on industry best practices and process methodology.
  • Proactively manage contract renewals by identifying renewal opportunities and ensuring renewals are completed on time. Address customer concerns and negotiate contract terms when necessary.
  • Act as a crucial liaison between customers and internal teams.

In addition to the above, we encourage you to:
  • Take the initiative towards product and process enhancement.
  • Contribute to the development of courseware and comprehensive documentation.
  • Become an expert in customer success, recruitment, leveraging your expertise to benefit the team and customers alike.


Job Requirement
 
What We're Seeking:
  • 3-5 years of experience in Enterprise SaaS Implementation and Account Management.
  • HR Tech SaaS experience is a definite plus.
  • Bachelor's Degree in Computer Science or relevant experience along with Business Education is preferred.
  • Exceptional communication and articulation skills, encompassing active listening, verbal, written, and interpersonal abilities.
  • A personable and agile personality, facilitating strong client relationships.
  • A strong sense of urgency and empathy, coupled with sound technical aptitude.
  • Experience in a fast-paced SaaS startup environment, adept at managing multiple tasks and thriving in pressure situations.
  • Proficient in Excel/Google Sheets, JIRA, and PowerPoint, with strong analytical capabilities.
  • Comfortable discussing technology and handling technical inquiries.


Additional Information
Perks & Benefits
  • Medical, dental insurance for employees and dependents
  • Quarterly Professional Development allowance
  • Company Wellness Days (On months without holidays, you are still given a 3-day weekend)
  • Equity
 
Join us at Sense and be part of a dynamic, innovative team reshaping the future of recruitment. Your skills and passion will contribute to building something extraordinary. Are you ready to make a difference and help us create the next unicorn? Apply now and let's embark on this exciting journey together!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.