CM - Director, Customer Success

Remote
Full Time
Senior Manager/Supervisor

 
Employ empowers organizations of all sizes to overcome their greatest recruiting and talent acquisition challenges. Offering a combination of purpose-built intelligent software technologies, services, and industry expertise, Employ provides businesses of all sizes with powerful solutions for recruiting a diverse workforce. Through its JazzHR, Lever and Jobvite technologies, and NXTThing RPO services, Employ serves more than 21,000 customers across all industries. For more information, visit us at www.employinc.com. 
As a Director of Customer Success 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. The responsibilities of this team 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 leader of the CSM function at 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: 

  • Leadership & Team Management: 
  • Lead and mentor a team of CSMs focused on advancing customers’ objectives in talent acquisition. 
  • Foster a collaborative and high-performance culture within the team, promoting continuous learning and development. 
  • Set clear goals and objectives for the team, providing regular feedback and performance targets. 
  • In everything you do, be a strong and clear communicator who across all other departments and operates by taking accountability and ownership. 
  • Customer Success Strategy and Value Acceleration: 
  • Develop and execute a comprehensive scaled customer success strategy that can support multiple product lines. 
  • Enable and upskill resources to be able deliver against the scaled customer success strategy 
  • Identify opportunities for digital interventions based on customer maturity and usage, aligning product features with customer goals. 
  • Introduce and optimize customer programming and resources tied to desired outcomes 
  • Customer Engagement: 
  • Strategically engage with customers across channels (email, community platforms, in-app engagements) to accelerate the value they receive from our solutions. 
  • Build strong relationships with key customer stakeholders to understand their business needs, challenges, and objectives. 
  • Serve as a key escalation point for customers to resolve issues and prevent churn. 
  • Data Analysis and Technology-Centric Thinking: 
  • Analyze customer data and usage patterns to derive actionable insights and opportunities for engagement. 
  • Drive automation and technology-centric processes, contributing to the development of customer health scoring and associated strategies. 
  • Self-Service Promotion and Collaboration: 
  • Prioritize the development and promotion of self-service resources to empower customers for independent issue resolution. 

What You’ll Bring: 
  • Proven experience (at least 8 years) in a customer success leadership role at a SaaS company 
  • Work experience in one or more of the following areas: HR/recruiting, customer success management, account management or consulting – ideally with recruiting or related applications in a SaaS (Software as a Service) environment  
  • Excellent leadership, communication, and interpersonal skills, with the ability to influence and motivate cross-functional teams 
  • Analytical mindset with the ability to interpret data and metrics to drive informed decisions and strategies 
  • Ability to thrive in a dynamic environment, with flexibility and adaptability in an evolving organization  
  • Strong bias towards action and finding solutions; creative problem solver who believes in “do it right or do it twice”  
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level with strong attention to detail  
  • Proven track record of effective strategic planning and driving results (including meeting and exceeding customer retention targets)  
  • The desire to help build a world-class customer success management team and transform the experience and results our customers have 
  • Experience successfully developing and implementing digital CS playbooks and strategies

 

Share

Apply for this position

Required*
Apply with Indeed
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*