Customer Success Manager

Bangalore, Karnataka
Permanent
Full-time

1 month ago

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 DescriptionAbout the RoleWe're looking for an Associate Customer Success Manager to join our high-performing customer success organization to help support our US SMB customers. 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.**This role requires you to be available during EST hours (6pm to 3am IST)**Your Responsibilities

Become an expert in Sense products, integrations, and best practices
Consult with executives and leaders across 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.

Job Requirement

2- 4 years of relevant work experience
Demonstrated experience in a customer success focused position, working with smb/mm/enterprise customers
Strong empathy for customers and passion for delivering the 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

Additional Information:Perks and Benefits

Medical Insurance for employees and dependents
Quarterly Learning and Development allowance.
Company Wellness Days (On months without holidays, A 3-day weekend every month!)
Stock Options for all the roles.

Sense is an equal-opportunity employer. We believe that diversity, inclusion, and belonging are integral to our success and do not discriminate based on race, color, religion, age, or any other basis protected by law.All your information will be kept confidential according to EEO guidelines.

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