Customer Success Manager

About the role

As a Customer Success Manager, you won’t just manage accounts—you’ll serve as a strategic advisor, trusted partner, and change agent for some of our most valued clients. If you thrive on driving real customer ROI, mastering cutting-edge HR tech, and collaborating cross-functionally to unlock business growth, this is your stage.

You will take end-to-end ownership of customer retention, product adoption, and portfolio growth across a book of business valued up to $2M (12–15 key accounts).

Responsibilities

• Account Management & Strategic Leadership
  • Drive Strategic Value: Partner with a portfolio of Bronze, Silver, and Gold accounts to craft long-term adoption strategies that yield measurable business impact.
  • C-Suite Engagement: Facilitate high-impact executive meetings to define, track, and crush key business metrics.
  • Elevate the Experience: Champion initiatives that boost Net Promoter Scores (NPS) and optimize candidate experiences.
  • Unlock Expansion: Partner closely with HireVue’s Strategic Sales team to identify growth, upsell, and expansion opportunities.
  • Cross-Functional Collaboration: Build strong networks across Sales, Product, Marketing, and Engineering to keep customer goals aligned with our product roadmap.
• Product Advocacy & Expertise
  • Be the Subject Matter Expert: Guide customers through HireVue’s best practices, helping them seamlessly integrate digital interviewing into their talent acquisition strategy.
  • Voice of the Customer: Advocate passionately for your clients internally to influence product design and enhance service delivery.

Requirements

• 2+ years in Customer Success, Account Management, SaaS/Tech consulting, or project/change management.
• A strong foundation (or keen interest) in Human Resources and Talent Acquisition processes.
• Outstanding written and verbal communication skills with a proven track record of presenting to C-suite executives.
• Natural ability to navigate complex stakeholder dynamics, mitigate account risk, and build consensus quickly.
• A high-energy, self-starter mindset with elite organizational and prioritization skills.
• Proficiency with Salesforce and Microsoft Office Suite.

Benefits

• Flexible Paid Time Off
• Medical, Dental, Vision
• 12 Weeks Maternity & Adoption leave
• 401K match

Schedule

This position is a work-from-home role. The individual in this role must be able to work from home in an environment free from distractions, where they can attend virtual video meetings. CSMs are expected to travel occasionally (up to 30%) to support customer meetings, attend trade shows, etc. This may involve occasional overnight travel.

HireVue has implemented a BYOD (Bring Your Own Device) policy using Google User Enrollment, which ensures personal apps and data are kept separate from work apps and data.