Senior Customer Success Manager
Job Description
Key Skills Required
Master these to land this role
Want to know if you're a match for this job?
The Senior Customer Success Manager (CSM) at Findem will directly manage a portfolio of Findem’s largest and most strategic customers while also serving as an overlay and advisor across the broader customer base. This role drives consistency, foresight, and cross-functional alignment in delivering value and mitigating risk across all accounts.
The Senior CSM owns the operational relationship, including success planning and business objectives alignment and attainment for a portfolio of Findem's enterprise customers. The role ensures each customer realizes measurable value from the Findem platform—such as faster time to hire, stronger pipeline quality, improved candidate quality, and greater recruiter productivity—and identifies and resolves risks before renewal decisions.
What You'll Do
Strategic account ownership
- Serve as the primary CSM for a defined portfolio of Findem's enterprise customers
- Build and own success plans tied to each customer's stated business objectives; review and update them on a defined cadence
- Support executive-level business reviews (QBR/EBR) with talent and HR leadership, grounded in adoption and impact data
- Partner with Account Management to own the renewal path and identify expansion opportunities
Adoption and value realization
- Drive measurable adoption of Findem's platform, agents, and services across each account's recruiting teams
- Run enablement sessions — new user kickoffs, sourcing jams, search coaching, campaign workshops — and coordinate Findem University resources
- Deliver regular reporting on product adoption, support ticket trends, and areas of opportunity
- Translate platform usage into business impact that the customer's leadership recognizes and defends at budget time
- Monitor Customer Health and usage signals to detect at-risk relationships early
- Own and execute risk and recovery plans, coordinating internal resources and escalations
- Maintain accurate account health, activity, and renewal-risk data in Planhat
- Flag champion departures, org changes, and ATS or tech-stack changes as leading risk indicators
- Act as the voice of the customer to Product, synthesizing feedback into prioritized roadmap input
- Partner with Implementation on clean transitions from go-live into adoption
- Work with Support on escalation resolution
- Contribute to CS team development
Commercial contribution
- Manage risk to support Account Management renewal and expansion signals accurately for assigned accounts
- Support Account Management in expansion and multi-product conversations
- Develop referenceable customers and advocates for Marketing and Sales
Your Working Experience
- 8+ years in Customer Success, Account Management, or consulting in a B2B SaaS environment, with at least 4 years owning enterprise-tier accounts
- Demonstrated ownership of a recurring-revenue book with direct accountability for customer health and retention
- Direct talent acquisition, recruiting, or HR technology domain experience strongly preferred — credibility with TA leaders is a differentiator in this role
- Experience supporting customers through platform implementation, enablement, and change management
- Proven ability to influence across teams without direct authority
- Excellent executive communication and strategic problem-solving skills
- Ability to influence across Product, Support, and Sales without direct authority
Benefits & Perks
- Competitive base + performance-based compensation
- Unlimited PTO
- Generous healthcare coverage for you and your family
- Home office and productivity setup stipend
- Professional development budget and executive coaching access
- Equity grants that align your success with ours
How would you rate this job post?
See what other professionals think about this role.
Similar Opportunities
More Openings at Findem
Explore Top Companies in this Space
Marco
HR Tech / Global Talent Acquisition / AI Workforce
Jobgether
HR Tech & Remote Work Marketplaces / AI Sourcing Platforms & Job Aggregators / Global Talent Acquisition & Recruitment Solutions
MySigrid
Remote Staffing / Virtual Assistance / AI-Powered Solutions / Business Services
WarrCloud
Automotive / Enterprise Software / AI / SaaS
Findem
View Company ProfileFindem (operating at findem.ai) is an AI-driven talent intelligence platform engineered for hiring, retention, and workforce planning. Headquartered in Redwood City, California, and founded in 2019, Findem addresses the challenge of transforming vast, unstructured people data into actionable insights for talent decisions. Under the hood, its Labeling Engine processes billions of data points to generate verified Success Signals, enabling organizations to identify, engage, and retain top talent with precision. This allows HR and talent acquisition teams to automate top-of-funnel activities, improve sourcing efficiency, and make data-backed workforce decisions. Backed by $105 million in total funding, including a $51 million Series C round led by SLW, with additional support from investors like Four Rivers Group, Wing Venture Capital, Quarry Capital, and Silver, Findem consolidates AI and 3D talent data to deliver a unified platform for talent outcomes.
Safety First
- Never pay for a job application.
- Do not share sensitive bank info.
- Verify the client before starting work.