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  Customer Success Manager
Employer: Upgrade Membership Job Posted: 11/14/2019
Location: Northeast Region Job Status: Full Time
Experience Level: TBD  

Job Description:

The Customer Success Manager is the primary strategic partner and liaison to customers within an assigned market segment and Region. The CSM will develop, nurture, and sustain positive and productive long-term relationships to optimize client’s return on investment in iCIMS products / services and to promote renewals, retention and customer satisfaction. Through scheduled and proactive outreach, the CSM partners with customers to fully understand their business strategies, expectations and needs. The CSM then aligns with all departments at iCIMS to ensure that iCIMS products and services deliver a customer experience that is second to none.. The CSM will ultimately be measured on their ability to retain customers through proactive experiences, risk mitigation and effective internal communication. The Customer Success Manager reports to the Manager, Customer Success.

Headquartered in Holmdel, NJ, iCIMS is a high-growth Software-as-a-Service (SaaS) company that was recently named #16 on Glassdoor’s 2019 Best Places to Work list. With multiple locations across the U.S. and around the globe, we are the industry’s #1 recruitment software provider, delivering technology that supports approximately 4,000 contracted customers. Dedicated to maintaining an inclusive, inspirational and innovative work environment, and committed to our consistent growth, we have a wide range of opportunity for career advancement within our organization. Come grow with us—apply today!


• Ensures successful renewal and retention of customers within assigned segment and territory
• Earns and maintains position as a trusted advisor to client base through the development of exceptional relationships with key decision makers and internal stakeholders within assigned segment
• Conducts Account Reviews to develop a deep understanding of the client’s needs, desired outcomes, and pain points with thoughtful, smart and creative dialogue
• Monitors adoption, engagement, and health of iCIMS talent acquisition platform relevant to each customer
• Creates success plans for customers and accountable to attainment of desired outcomes
• Serves as a primary point of escalation for issues identified by the customer
• Tracks technical escalation issues to iCIMS’ technical support team or other iCIMS’ resources and monitors process to ensure timely, accurate and positive resolutions
• Proactively engages with customers to identify at-risk situations and growth opportunities
• Manages business escalation and issues as they relate ongoing customer retention
• Partners closely with Sales team to align potential growth opportunities to iCIMS products / services when appropriate in order to grow incremental revenue
• Surfaces customer advocates to Marketing team for development of testimonials and
• Attends and may participate in iCIMS Marketing events. Represents the company with professionalism and a high degree of integrity
• Maintains accurate and current records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS’ core competencies
• Must be able to travel, to support clients approximately 15-20% of their time

Additional Job Responsibilities:

• Uses Salesforce CRM to track and record sales activity to ensure that metrics can be accurately measured
• Coordinates efforts with marketing, sales management, accounting, legal, and technical service groups
• Demonstrates a sense of urgency and takes initiative
• Maintains flexibility and reacts to change appropriately
• Receives and acts on feedback and lessons learned for continual professional improvement and development
• Takes measures to enhance body of knowledge and skill set through training
• Other duties as assigned


• Bachelor's degree preferred or equivalent combination of education and work experience
• A minimum of 1 years of account management or customer success management experience desirable, preferably in the HR services or Software-as-a-Service space or equivalent HR talent platform
• Exceptional time and project management skills. Ability to manage workload while understanding return on time investment
• Passionate about problem solving, relationship building and creating customer loyalty by delivering a customer experience second to none
• Exceptional written and verbal communication and interpersonal skills.  Articulates thoughts and ideas clearly, concisely, and persuasively, adjusting to differing audiences within a customer engagement
• Basic sales acumen and drive to participate in a sales environment with quota responsibilities
• Computer literate; proficiency with Microsoft Office (PowerPoint, Excel, Outlook), experience with Salesforce or another Customer Relationship Management software preferred. Must be able to quickly grasp new technology
• Ability to clearly present material and effectively overcome objections
• High degree of comfort managing multiple, competing priorities in ambiguous environments
• Able to communicate with and influence multiples layers of organizations, including Senior Leadership. Through a constant presence, becomes aware of changes in a customer’s organization and adjusts approach accordingly
• Ability to work effectively within a fast paced, changing environment that is going through high growth. Effective time management skills
• A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities, recommend actions and follow through to effective resolution
• Strong results orientation with a proven track record of flawless execution and strong attention to detail
• Demonstrated customer service orientation. Creates and sustains ongoing forums that encourage two-way communication opportunities
• Basic understanding of fundamentals of human resources and employment process
• Ability to work both independently and within a team environment

Education/Certifications/Licenses Required:

• BA/BS preferred or relevant work experience



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