Senior Customer Success Manager

As a CSM, you will help our clients build high-performing teams through a best-in-class Talent Acquisition approach using the iCIMS Talent Cloud! Equipped with leading industry tools including Gainsight, you will build and continually update mutual success plans, aligning customer goals with an effective talent acquisition strategy. With the support of cross-functional teams, you will ensure high customer satisfaction and renewal rates.

About Us: When you join iCIMS, you join a team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organisations to attract, engage, hire, and advance the right talent. We are passionate about helping companies build a diverse, winning workforce and about building our home team. We are dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities:

• Successfully complete company training programmes to develop expertise in iCIMS Talent Cloud products and the recruitment industry.
• Collaborate with our Account Management and Professional Services teams to understand client business objectives, purchased products, challenges, strategy, and hiring maturity.
• Leverage Gainsight and analytics platforms to develop a deep understanding of client adoption of our solutions, data insights, and processes while understanding overall account health.
• Participate in strategic business reviews with clients to continuously develop and update mutual success plans that align business objectives with an effective talent acquisition strategy.
• Through a consultative approach, advocate for the client's voice in support and product matters.
• Lead and guide clients throughout the resolution journey.
• Ensure exceptional health and trust with your clients to maintain a high renewal rate.
• Establish relationships with client stakeholders and C-Level stakeholders to lead strategic conversations on data insights, KPIs, value, and overall success.

Qualifications:

• Excellent communication skills in English and French, both written and verbal.
• At least 5 years of experience in a client-facing role responsible for customer success and renewals in a SaaS environment or in a Talent Acquisition role responsible for technology stack success.
• A passion for helping clients solve business problems with advanced technology solutions.
• Ability to use data and analytics to create actionable insights to develop strategic plans for clients and demonstrate value.
• Experience in building relationships across multiple levels to align business objectives with technology strategy and support their ongoing success.
• Ability to prioritise competing client requests, partnering internally with key stakeholders to ensure success.

EEO Statement: iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us build a winning team that represents a variety of backgrounds, perspectives, and abilities. No matter how your diversity is expressed, you can find a home here at iCIMS. We prohibit discrimination and harassment of any kind based on race, colour, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other legally protected characteristics. If you wish to request accommodation due to a disability, please contact us at careers@icims.com.

Compensation And Benefits: iCIMS offers a comprehensive benefits package: health, dental, vision, and life insurance, retirement plans, generous paid time off, reimbursement options (meals, transportation, lifestyle expenses), as well as wellness and employee recognition programmes.