Customer Success Manager - Growth & Customer Experience-- .DC5698450

Role Purpose

To ensure customers successfully adopt and continuously use the Eximius recruitment platform - resulting in strong hiring outcomes, revenue growth (credits, subscription upgrades), and long-term customer satisfaction.

This role leads the Customer Success function and directly contributes to growth and retention.

Key Responsibilities

Customer Success Management:

Serve as the primary relationship owner for assigned customer accounts.

Understand customer recruitment workflows and help users understand how the platform supports them

Conduct onboarding, orientation, and continuous enablement for new users

Track adoption metrics and help resolve any usage gaps or workflow issues

Maintain proactive communication to ensure a positive customer experience

Team Leadership:

Manage and mentor Customer Success Representatives

Oversee the tracking and improvement of user adoption success

Support the team in prioritizing customer needs and follow-through

Revenue Growth & Expansion:

Identify opportunities for customers to purchase credits and subscription upgrades

Promote Custom Enterprise plan when customers scale or express deeper usage needs

Support customers who request enterprise demos prior to fully signing up

Track usage analytics that directly correlate with upsell opportunities

Insights & Continuous Improvement:

Gather customer feedback to identify recurring product needs and friction

Share insights with Product Owner and internal teams for enhancement planning

Maintain dashboards to track customer adoption, sentiment, usage trends, and success impact

Required Background

Candidate may qualify through either of these strengths:

Path A - Recruitment Expertise:

3-5 years in global recruitment, staffing, or TA operations

Strong understanding of recruiter workflows and hiring metrics

Experience managing or coaching recruitment teams or client relationships

Path B - SaaS Customer Success Experience:

3-5 years in Customer Success role within a SaaS company

Demonstrated success driving product adoption and usage outcomes

And for both paths, the candidate must have:

Strong spoken and written communication + customer relationship management skills

Ability to work with data to drive business decisions

Ability to lead a small team and guide success processes

Strong demonstrated ability to use AI in written communications

Experience in working with U.S based companies a strong plus

Skills & Competencies

• Excellent understanding of recruitment operations
• Proactive and customer-first mindset
• Strong organizational and follow-up discipline
• Analytical ability to interpret success metrics
• Revenue awareness and value-based conversations

Success Metrics (KPIs)

Goal Indicators

Customer adoption Active Users, Regular logins, Full platform usage (every feature)

Revenue growth Credits purchased, subscription upgrades, enterprise conversions

Customer satisfaction CSAT, NPS, reduced escalations

Delivery excellence Onboarding timeline success, platform productivity

Team performance CSR adoption support outcomes

Summary

This role ensures customers:

Understand Eximius

Use Eximius

Grow with Eximius

While leading the CS team to deliver consistent success results.