Scaled Customer Success Manager

Hirevue is where hiring happens – transforming the way organizations discover, engage, and hire the best talent. The industry leader in science-backed, modern hiring solutions powered by ethical AI, Hirevue has hosted more than 70 million video interviews and 200 million chat-based candidate engagements for over 1200 pioneering customers around the globe.

About the role

As a Scaled Customer Success Manager (CSM), you will drive adoption, retention, and growth across a large portfolio of customers through proactive, structured, one-to-many engagement rather than traditional 1:1 account management. This role owns a segment of 200+ customers, using automated workflows, campaigns, group enablement sessions, and data-informed interventions to ensure every customer receives the right guidance at the right time. Success is measured by your ability to build and run scalable, repeatable programs that reach the portfolio efficiently, reserving 1:1 engagement only where it is most warranted.

Responsibilities

• Own adoption, retention, and growth outcomes for a portfolio of 200+ mid-market customers.
• Design and run scalable, repeatable programs to proactively drive progress toward desired business metrics and outcomes.
• Triage and respond to inbound customer queries and escalations.
• Keep account data accurate and current for the portfolio (Salesforce).
• Lead initiatives with customers to drive positive Net Promoter and candidate experience scores.
• Build broad relationships with key account contacts and internal partners on the sales, product, and engineering teams.
• Partner with the Hirevue Strategic Sales team to identify growth and expansion opportunities within your account base.
• Serve as a subject-matter expert on Hirevue product offerings, best practices, and processes, guiding customers to effectively integrate Hirevue into their workflows.
• Advocate for customers internally, helping build and maintain strong partnerships with sales, product management, and marketing teams.

Requirements

• 2+ years of experience in Customer Success, Account Management, SaaS/Tech consulting, or project/change management.
• Intermediate working knowledge of the Human Resources or Talent Acquisition function (a plus).
• Proficiency with Salesforce and Microsoft Office Suite.
• Experience leading client relationships in software-as-a-service or technology environments.
• Experience in sales, consulting, training, or leading new initiatives in a corporate environment.
• Experience in project or change management.

Benefits

• Flexible Paid Time Off.
• Medical, dental, and vision coverage.
• 12 weeks of maternity and adoption leave.
• 401K match.

Schedule

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

Hirevue uses a BYOD (Bring Your Own Device) policy with Google User Enrollment to ensure personal apps and data remain separate from work apps and data.