Customer Success Manager/Senior Customer Success Manager - HR Tech

Company Description

Sense HQ:

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 150+ team members, serves 500+ customers, and has grown 100% year-overyear since launch. We have risen over $40M in funding, backed by GV (Google), Accel, and

Avataar Ventures. At Sense, we are transforming the candidate experience for the World's Best Places to Work. By the end of 2020, 42% of the US Workforce will be engaged in contingent work, and they represent 7% of the GDP. We are reinventing the way staffing companies build long-term relationship with this workforce by creating the industry's first engagement platform to provide a "white-glove" service to the consultants.

The way contingent staffing works is broken. According to American Staffing Association, between 10-20% of consultants drop off before their assignment starts and over 70% of them never get re-deployed through the same staffing agency. Our product, Sense is a consultant engagement platform specifically designed for Staffing Agencies that helps reduce turnover, increase re-deployment rates and gives you a real-time 360 view on the pulse of your consultants.

Moreover, by automating the full candidate experience from recruitment to redeployment. Sense ensures no consultant ever falls through the cracks and helps eliminate expensive frustrating errors. Sense currently empowers and accelerates the consultant experience for the mid to large staffing companies with its world-class smart engagement and communication. We are funded by Accel, GV, Khosla Ventures, Signia Ventures and IDG SF.

We are based in San Francisco. Our work at Sense is impacting millions of people around the globe and is instrumental in evolving an entire industry. Our products are growing quickly and becoming a core piece of technology for our customers, which allows us to build more and more solutions for them. Join us in shaping the workforce of the future!

As a part of the Sense team, you'll play an active role in shaping and developing our productsand 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 Description

We have an incredibly active and quickly growing customer success program here at Sense and we are excited to add a Customer Success Manager / Senior Customer Success Manager to help support customers using our (now five!) products.

We're looking for a Customer Success Manager / Senior Customer Manager to help support our SMB / mid-market customers. This is a great opportunity for an experienced CSM, comfortable consulting with senior executives in mid-market organizations. 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.

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

About You:

- 4 - 8 years of experience in a customer success / account management role, in TA / HR Tech / ATS product-based organization (highly desirable)

- Strong empathy for customers and passion for delivering 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

- Ability to influence through persuasion, negotiation, and consensus-building

- Excellent communication and presentation skills

- Organized, fast paced execution and comfort prioritizing and reprioritizing work throughout the day.

Additional Information

Perks & Benefits:

- Medical, dental, and vision insurance for employees and dependents Unlimited PTO to promote a healthy work-life harmony

- 401K program to help you invest in your future

- Equity Sense is an equal opportunity employer. We believe that diversity, inclusion, and belonging is 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.