Senior Customer Success Manager

Employ is transforming how hiring gets done. With our three ATS solutions - Jobvite, Lever, and JazzHR - plus cutting-edge AI Companions, we free recruiters from admin work and give them more time for what matters: connecting with people. More than 23,000 global customers rely on Employ to make millions of candidate connections each year, helping them hire smarter, faster, and at scale. From growing startups to the world’s most recognized brands, we’re redefining what’s possible in talent acquisition. 

We’re a fast-moving, remote-first team of builders and innovators who live our people-first philosophy every day. We back it up with flexible work scheduling and paid time off, comprehensive benefits, and career development opportunities that help you thrive. At Employ, you won’t just grow your career - you’ll help millions of others grow theirs.  

Come join our team where we have each other’s backs, champion our customers, hold ourselves accountable, and shape what’s next in talent acquisition.

Candidate Safety Notice

Please note, employ takes candidate safety seriously. Employ recruiters and employees communicate only via official @employinc.com email addresses. We will never request payment or personal financial information during the hiring process. If you receive suspicious outreach claiming to be from Employ, please report it to security@employinc.com.

As a Customer Success Manager at Employ, you are the lynchpin in helping our customers reach their goals of hiring the best talent for their needs. Within our Customer Success Management organization, we use a combination of technology, analytics, deep product knowledge, and strong relationship-building skills. This multifaceted approach is designed to swiftly demonstrate the value of our customers' investments. Your responsibilities are strategic whether working one-on-one with a customer or using smart pattern-recognition skills to solve problems for multiple customers at once. We are investing heavily in our Customer Success organization to transform everything we do to provide a more community-focused customer experience, increase access to data to make informed and scalable decisions and operate as proactively as possible. As a CSM with Employ this year, you will be a core part of that transformation both internally to improve how we work with all our internal stakeholders and with our customers as we seek to deliver excellence in every interaction.

What You’ll Do:

- Build strong, long-lasting customer relationships with key stakeholders on top accounts and quick rapport and confidence with customers on our growth accounts

- Be responsible for helping customers accelerate and elevate the value they receive from their Employ investment by:

- understanding customers' use case(s) and goals

- assessing usage of Employ products

- diagnosing the gaps between this usage and what it takes to realize business goals

- prescribing actions customers should take to advance value recognition

- marshaling internal Employ resources as needed

- communicating ongoing value realization to customers

- Be a detective by developing and implementing strategies to enhance customer retention and minimize churn both at an account and segment level. Use your findings to help us proactively identify and address potential issues to ensure customer satisfaction

- Be the voice of Employ to our customers and the voice of the customer to Employ — thinking of both individual customers and the needs of customer segments based on purchase and industry

- Dig deep into customer data and usage patterns to identify trends and find opportunities to help our customers improve their overall program. Help develop data-driven insights based on benchmarking, trends and patterns at an individual customer and broader segment level

- In everything you do, be a strong and clear communicator who collaborates well across all other departments and operates by taking accountability and ownership-

• 4-6 relevant work experience in one or more of the following: HR/recruiting, customer success management, account management or consulting – ideally with recruiting or related applications in a SaaS (Software as a Service) environment
• Proven relationship-building & stakeholder management — builds trust with customers across account sizes (including executive-level engagement).​
• Retention-focused track record — demonstrated success meeting or exceeding customer retention/renewal targets.​
• Strategic, diagnostic mindset — able to assess customer use cases, identifygaps between usage and business goals, and prescribe outcome-driven actions.​
• Data-driven analysis skills — digs into usage and benchmarking data to surface trends, risks, and expansion opportunities.​
• Strong communication & influence — presents and influences credibly at all levels (including executive/C-level) with attention to detail.​
• Cross-functional collaboration & resource coordination — marshals internal teams to remove blockers and deliver customer value.​
• Bias toward action & problem solving — proactive, creative, and accountable (owns issues through to resolution).​
• Organizational skills / project management — manages multiple projects and priorities in a dynamic environment.​
• Technical aptitude & product expertise hunger — comfortable learning product functionality and becoming a functional expert.

Why You’ll Love Working Here: 

Make an impact: Your work will directly shape how thousands of employees experience total rewards at Employ — ensuring programs that attract, engage, and retain top talent across the globe. 

Meaningful, mission-driven work: Join a team where operational excellence in HR directly supports Employ’s mission to improve hiring outcomes for both people and businesses. 

Remote-first culture: Work from where you’re most productive while staying connected to a collaborative, high-energy team through virtual-first rituals and regular in-person meetups. 

Unlimited PTO: Trust-based time off so you can recharge and bring your best self to work. 

Comprehensive benefits: Medical, dental, and vision coverage to support you and your family’s health and well-being. 

Learning & development programs: Access to training, mentorship, and development resources to grow your skills — from HR operations to total rewards strategy. 

At Employ, we believe that when people from different backgrounds and perspectives come together, amazing things happen. We’re proud to be an Equal Opportunity Employer, and we’re committed to creating an environment where everyone feels welcomed, respected, and able to thrive. 

We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We believe that when people feel they belong, they can do their best work and we want every member of our team to feel that sense of belonging. 

If you need accommodation at any stage of the hiring process, please reach out. We’ll be glad to support you. 

Recruitment Fraud Notice:

Employ takes candidate safety seriously. Please be aware that Employ recruiters and interviewers will only communicate with candidates using official email addresses ending in @employinc.com. 

We will never ask for payment, banking information, or personal financial details at any stage of the hiring process, and we do not conduct interviews via messaging apps or social media platforms. 

If you receive communication that appears suspicious or claims to represent Employ but does not come from an @employinc.com email address, do not respond or continue engaging with the sender. Please report the message to security@employinc.com.