Sr. Customer Success Manager

Description Spark Hire is known for being the top rated video interviewing platform (based on G2.com reviews) and has recently expanded to become the most comprehensive and flexible hiring solution for small and medium sized organizations. With the acquisitions of an ATS and Assessment platform, Spark Hire is a complete Talent Acquisition Suite designed to spark meaningful connections between talented individuals and organizations. Reporting to the Manager of Customer Success, the Customer Success Manager will play a key role in ensuring that our customers find value in the Spark Hire platform, ultimately renewing and growing their subscription. The target compensation for this position is $65k USD base with an OTE total compensation of $85k USD. Responsibilities Collaborate with our sales team to ensure a smooth transition on customer handoffs Facilitate kick off meetings with customers as their trusted advisor, deep diving into the customer's business, understanding their needs and challenges, and work to map out joint success criteria Follow established customer success playbooks to ensure strong and consistent communication with customers that help them achieve their desired outcomes with our platform. Leverage customer success tools to monitor customers' progress and utilization data Proactively engage lagging customers to reduce churn and get them on the right track for success Meet or exceed established renewal and upsell targets by identifying successful customers and executing our sales framework Demonstrate product expertise through interactions with customers Engage customers via email, phone calls, and presentations to help them become more successful Boost customer advocacy and NPS through outstanding customer service Manage a large book of business (160 accounts) and be accountable for hitting a 90% NRR target Drive cross-sell to other products Manage renewals to successful completion Requirements Core Competencies The ideal candidate will possess the following abilities: Communication

• The ability to convey information clearly and effectively inside and outside of the organization to foster understanding and collaboration Project Management

• Proficiency in effectively managing processes, tasks and resources to successfully implement systems and best practices. Relationship Building and Management

• The ability to establish, nurture and maintain positive and productive relationships that fosters trust and collaboration Problem Solving

• The capacity to troubleshoot issues and provide solutions quickly and efficiently to ensure successful outcomes Data Analysis and Reporting

• The skill to analyze user data and feedback to identify trends and measure success in order to continuously improve and optimize the customer experience You may be a good fit if: 3 years of customer success experience in a B2B SaaS company Experience managing renewals Superior communication and presentation skills Experience using a CRM such as Salesforce Strong desire to help customers achieve their goals Interpersonal skills to work well in a team environment Organizational and time management skills Analytical skills (pay attention to detail and spot trends) Strong business acumen and problem-solving skills A great listener Coach-ability Unrelenting competitive and entrepreneurial spirit What You'll Love About Spark Hire Remote first environment - choose where you work with our remote-first work environment Health Benefits

• Medical, dental, vision, life and disability insurance that starts on day 1 Flexible Time Off

• Employees receive uncapped flexible time off accompanied by 11 paid holidays Work/Life Balance

• We pride ourselves on having a great work/life balance 401(k) - Start saving for your future retirement Spark Hire is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We require all candidates that receive and accept employment offers to complete a background check before being hired.