Manager, Customer Success

Hireology’s technology empowers businesses to build great teams.  Over the last 15 years, we’ve grown from a startup to a market-leading organization with over 160 team members, and we’ve created an award-winning culture that makes this company an amazing place to work.

Reporting to the Vice President, Customer Success, the Manager, Customer Success Team is an essential role within the Customer Success team. This individual will provide leadership for a team of Customer Success Managers that are focused on maintaining customer relationships and providing customers with product expertise and guidance. The goal of the Customer Success team is to delight our customers with top-notch customer care, while holding them accountable for the adoption and usage of Hireology, leading not only to renewal but a satisfied customer that serves as a Hireology evangelist. It is critically important for the Manager, Customer Success to motivate, hold accountable and coach the Customer Success Managers towards optimizing the return on investment for Hireology customers.

As the Manager, Customer Success Team you’ll be responsible for:

• Coaching, mentoring and training a team who play an integral role in ensuring high customer retention and growth.

• Tracking team KPIs to provide transparency into the team's success, and identify initiatives to address opportunities for improvement both at the team and individual level.

• Tackling and solving escalated customer issues: you will be the senior face of the company for your team.

• Leading regular team meetings, fostering team discussion and sharing; ensuring the team is informed of process changes, product updates, and best practices.

• Identifying skill development areas for each team member and building customized coaching strategies to ensure team members are constantly developing and improving in their roles.

• Facilitating the recruiting, training, and onboarding of new team members.

• Embodying and promoting our corporate culture:  Drive initiatives and programs to align and support a positive, diverse and inclusive corporate culture.  Oversee internal company communications in support of a transparent and inclusive work environment.

So what kind of person are we looking for in this role? We have a pretty unique culture here at Hireology, and the person who will be successful in this role will be:

• A Strong, Transparent Leader - we need you to lead the team with a focus on doing what’s best, not what’s easiest. We need someone who can elevate every team member’s performance in his/her role.

• Creative and Curious - we value individuals who don’t just want to know answers but who want to know why we’re asking the question in the first place. We need leaders who can get to the core of problems/opportunity areas and creatively find ways to improve our business.

• Metrics Driven -  we’re passionate about data and trends and managing to key performance indicators. We want you to be as passionate about our bottoms-up approach to managing the business.

• Speed - we move fast here at Hireology and we want someone with an analytical mindset, but who also can move fast to drive results.

• Communication - you need to be able to tell Hireology’s story in all types of arenas and audiences. You need to be able to clearly communicate your point-of-view in both one-on-one and group settings.

• Integrity - not negotiable in this role or any at Hireology. You must have the highest level of integrity and discretion.

Okay, we’ve laid out what the job is - now are you qualified? Below are the minimum qualifications we’re looking for in a Manager, Customer Success Team candidate. Also, we want a chance to get to know who you are and why you applied, so please include a cover letter.

Qualifications:

• 5+ years B2B sales, customer success or account management experience, preferably in a SaaS environment. Recruiting or staffing experience is a plus.

• Experience managing a sales, customer success, account management or implementation team.

• Track record of achieving goals, optimizing go-to-market motions and elevating impact delivered.

• Bachelor's Degree required.

• Superior customer service skills - the ability to be empathetic, compassionate, responsive, resourceful and solution-oriented.

• Must be able to thrive in a growing and ever-changing start-up environment.

• Excellent presentation and communication skills.

• Must be detail oriented, with strong time management skills.

A few benefits of working at Hireology:

• Unlimited paid time off / mental health days
• Health, Dental, Vision insurance coverage from day one
• 401(k) with company match
• Hybrid office downtown Chicago
• Award-winning culture
• External learning budget
• Amazing growth opportunities.. and more!
   

Compensation:

• Based on experience: $115,000-$125,000 plus bonus

Hireology is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability status or protected veteran status, or any other category protected under the law.  All employment decisions are solely based on business needs, job requirements, and individual qualifications. We support an inclusive workplace where Hireologists excel based on personal merit, qualifications, experience, ability, and job performance.