Customer Success Manager

Yello -
Remote

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Job Details

$80,000 - $90,000 a year
7 days ago

Qualifications

Customer communication
SaaS (as product category for technical sales engineers)
SaaS

Full Job Description

Company Description

Yello is a Chicago-based talent acquisition software provider founded in 2008 that specializes in campus, early talent, and high-volume recruitment. The platform enables over 300 enterprises to source, engage, and hire candidates through tools like event management, interview scheduling, and candidate evaluations.

About The Role

The Customer Success Manager engages, retains, and enables our customers to maximize the full value of Yello’s solutions. As the trusted advisor and advocate for our customers, the Customer Success Manager (CSM) manages the overall relationship with assigned customers throughout the post-sales lifecycle. The CSM is responsible for guiding customers to success and driving product adoption, overall satisfaction, and renewal by engaging resources across Yello to deliver desired outcomes.

How You'll Make An Impact

Effectively partners with AM to renew all assigned accounts with favorable terms and conditions.
Works with customers to identify goals and key performance indicators that define program objectives
Builds relationships at all levels of the customers, from operational owners to executive sponsors
Develops long-term success plans, prioritizes requests, and manages expectations to maintain a high degree of confidence and trust with customers
Proactively monitors platform usage and reaches out to key stakeholders as needed Leverages recruiting domain and product knowledge to motivate customer adoption and expose opportunities to expand Yello’s footprint
Proactively identifies at-risk customers and works with internal teams to define and execute mitigation strategies that secure retention
Understands how to leverage Yello resources to educate customers and provide relevant adoption, best practices and technical recommendations on solutions and enhancements that support customer needs
Provides timely status updates and communication to customers on outstanding issues, requests, and escalations
Conducts regular business reviews by gathering and presenting the status of customer goals, metrics that support the value realization, and product roadmap to evaluate needs and provide strategic recommendations
Creates advocates by ensuring that customers achieve desired outcomes while maintaining strong relationships
Ensure internal alignment on account growth strategy by partnering with the Sales team and others to execute on plans that drive expansion
Provides internal insights and advocate for product enhancements that will deliver the highest ROI for Yello and our customers

What We're Looking For

3+ years of account management or customer success experience in the SaaS industry, preferably in the HR Technology space
Experience developing strategies on assigned accounts to fully leverage technology solutions
Willingness to occasionally travel onsite to customers
Desire to work in a dynamic, fast-paced, high growth environment
Exposure to Applicant Tracking Software is a plus
Bachelor's degree required or equivalent work experience
Ability to understand how to translate tactical data points into impact on strategic program objectives
Ability to effectively overcome customer concerns when working to resolve challenging and/or urgent issues
Experience building and maintaining relationships at all levels
Strong customer service orientation - empathetic, yet able to manage expectations
Able to work both autonomously and as part of a collaborative team
Strong organizational and time management skills
Proficient in productivity tools - Google Docs/Sheets, Microsoft Suite and Salesforce a plus
This role frequently communicates/interacts with individuals, must have strong verbal and oral communication skills

Additional Information

The base compensation range for this role is $80,000 to $90,000 annually, with the ability to earn commissions
We are open to remote candidates based in the following states: AZ, CA, CO, FL, GA, IL, IN, KS MI, NC, NH, NJ, NV, NY, OK, PA, TN, TX, VA, WI, and WA
Yello is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status
You must be authorized to work in the United States. Yello is not offering visa sponsorship for this role
Must be able to sit or stand for continuous periods of time
Yello reserves the right to assign or reassign the responsibilities and requirements to this job at any time

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Company Description

About The Role

How You'll Make An Impact

What We're Looking For

Additional Information

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