Customer Success Manager

Lifted

65d

About The Position

Lifted is the first talent, country, and contract-agnostic contingent workforce management solution, giving enterprises a unified way to source, contract, manage, and pay any type of contingent talent, anywhere in the world. We’re seeking a dynamic Enterprise Customer Success Manager to partner with customers and help them achieve their Talent and Workforce goals using the Lifted platform. This role is ideal for a strategic thinker with a proven track record in customer success, retention, and driving adoption in enterprise environments.

Requirements

3-5+ years of experience in Customer Success, Account Management, or Sales with direct responsibility for retention targets; experience with large Enterprise customers
Experience with consumption-based business models, and HR tech, Talent Acquisition, Staffing, VMS/MSP industries a plus
Proven track record of meeting or exceeding retention goals and business KPIs, commercial orientation and business acumen
Demonstrated history of building enduring customer relationships with key stakeholders
Strong consultative skills, including effective discovery, and creative problem solving
Excellent communication skills, experience leading client meetings, QBRs, product trainings
Comfort with data-driven storytelling and leveraging data to provide effective recommendations
Strong project management and time management skills - can stay organized and manage multiple projects simultaneously
Effective collaboration with cross-functional teams in a matrix environment
Strong sense of ownership, bias for action, and resilience - you are scrappy, will roll up your sleeves and can make things happen

Responsibilities

Partner with our customers to achieve their Talent / Workforce and Business goals, by driving adoption with Hiring Managers and ensuring they see value with the Lifted offerings
Provide expert consultation and training on Workforce talent sourcing/management, integrations (SSO, HRIS, etc), Lifted product configurations, Lifted Talent network, and best practices within the context of customer-appropriate workflows
Build and execute on Customer Success Plans outlining customer approach to maximizing value of the Lifted offerings (ensure Healthy customers)
Proactively build trusted relationships and maintain continuous engagement with Hiring Managers to drive increased adoption of Lifted offerings (expansion with existing users); including weekly, monthly and QBR meetings with appropriate stakeholders
Internally, own retention and churn mitigation of existing spend, including an internal Forecast, and partner with Sales on the expansion/growth motion
Actively participate in full Product feedback loop - provide thoughtful customer-driven product feedback to R&D teams, and represent Product roadmap and vision to the customer
Work closely with cross-functional partners like Sales, Professional Services, Talent Services, Support, Marketing, Product, Engineering, Implementation, Solution Architects, User Research
Exercise sound judgment, customer-centricity, and bias for action in resolving issues through effective and collaborative problem-solving, appropriate escalations, etc