Account Manager (EU)

Overview

Join a scaling, tight-knit team that works with innovative talent acquisition teams and thought leaders across industries and geographies to make hiring a strategic advantage.

You will advise customers and take a consultative approach to ensure long-term success as high-performing hiring organizations using the Lever product suite.

As a Customer Success Manager on the Customer Advocacy team, you will be your customers’ biggest champion and ensure their voice is heard in the problems we solve, the solutions we build, and the consultation we deliver.

You will build trusting partnerships with customers and empower them to achieve ongoing talent goals with Lever.

We advocate for customers by working across Lever to deliver solutions and share learnings internally to help shape our products.

We are looking for someone experienced in building lasting customer relationships who is passionate about contributing to our customers’ success.

This is a challenging but rewarding career path.

Responsibilities

• 3+ years of customer relationship or account management experience in software as a service (Saa S).
• Solutions- and results-oriented mindset.
• Experience in customer-facing roles, including analyzing customer accounts, identifying churn signals, and recognizing account growth opportunities.
• Highly organized with strong project management and time management skills.
• Hands-on experience with product training for external customers.
• Proven experience delivering value-based communications.
• Strong ability to facilitate meetings with customers and users across various levels of seniority.
• Empathy for customers.
• Experience with identifying opportunities for account expansion and revenue growth.
• Desire to work in a quickly growing startup and help shape a new function and the ways we add value for customers.
• Attend Ramp Camp, Lever’s week-long onboarding to learn about all aspects of the business with a cross-functional group of new Leveroos.
• Master Lever’s product training demo frameworks customized for various customer stakeholders, demonstrated by hosting sessions independently.
• Conduct customer check-ins with planning agendas, document interactions, and track projects; prepare impact reviews and present to customers to demonstrate value and alignment with their talent strategy.
• Perform and document account health audits and communicate recommendations to ensure maximum Lever impact.
• Develop proficiency in collecting ongoing customer product feedback to inform product development and strategy.
• Take ownership of a portfolio of accounts across industries and product offerings; build relationships via email, phone, video, webinars, and in-person visits.
• Identify current hiring practices and internal business goals within customer accounts.
• Successfully complete certification for Product, Reports, and Lever Talent Intelligence (LTI).
• Shadow five Customer Account Executive (CAE) renewal calls to understand best practices for annual renewals, expansion, and upsell engagement.
• Teach customers best practices for using the Lever product suite through webinars and targeted training sessions.
• Pull user metrics and conduct quarterly business reviews to show customers areas of excellence and opportunities for fully leveraging Lever products.
• Educate customers on the value they receive from Lever and why our solutions are essential to ongoing recruitment success.
• Prioritize workload to build rapport and trust, and manage projects within accounts to meet commitments and deadlines.
• Partner cross-functionally with Sales and Customer Success to ensure a smooth onboarding through the renewal cycle and deliver a seamless, high-quality customer experience.
• Be proactive in strategic planning; deliver value-based messaging to motivate customer actions and support renewals.
• Transition to introducing the Customer Account Executive 90 days prior to the account renewal date.
• Use agreed milestones and metrics to keep customers on track to achieve their success plans with Lever.
• Provide feedback for process improvements to better serve external and internal customers.
• Advise, influence, and recommend best practices to align Lever’s products with customer goals.
• Identify champions within assigned accounts and communicate customer achievements to internal partners and externally as appropriate.
• Participate in interview processes and contribute to hiring the team.
• Advocate internally for customer needs and maintain strong feedback loops within Lever to sustain a customer-centric focus.
• Confidently handle high-stakes, time-sensitive issues with customers.
• Ensure Lever’s success based on the customer’s business case across a 12-month account lifecycle.
• Identify growth opportunities in customer accounts and collaborate with Customer Account Executives to ensure renewal and upsell attainment.
• Help train new Customer Success Managers by participating in team onboarding sessions.

Qualifications

• 3+ years of customer relationship or account management experience in Saa S (already listed above but reiterated for clarity).
• Strong communication and presentation skills; ability to translate customer needs into actionable outcomes.
• Experience with customer success tools and data-driven approaches to measure health and impact.
• Collaborative mindset with cross-functional partners (Sales, Product, Support).
• Self-motivated, proactive, and able to manage multiple priorities in a fast-growing environment.
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