Enterprise CSM (Remote in US)

Criteria drives talent success for over 4,500 organizations around the world. Through innovative assessments, video interviewing, and talent management tools, we help companies build more engaged workforces, improve retention, generate more revenue, and increase productivity. 

We've been featured on the Inc. 5000’s list of fastest-growing private companies in the U.S. for the last seven years and have been recognized as a Best Place to Work by Inc. and Built in LA. Most importantly, people are at the heart of everything we do. Our mission is to help companies and job candidates connect to do fulfilling, meaningful work together. 

POSITION SUMMARY  

As an Enterprise Customer Success Manager at Criteria, you’ll drive value with existing customers by helping them embrace a better, more equitable way of identifying, interviewing and developing their talent. You’re a customer advocate, consultative, prescriptive and empathetic.  You’ll unlock new value throughout our customers’ business by leveraging your customer success experience and managing complex deals. In partnership with others in the revenue, product and marketing teams, you’ll help refine our value proposition, product lineup and approach to growing with existing customers. 

The ideal candidate possesses a deep empathy for customer problems and a passion for engaging across roles and organizations33 within our customers. You love the journey of discovering how we might help them succeed at recruiting and developing a diverse set of employees. 

REQUIRED KNOWLEDGE/SKILLS/ABILITIES 

To be successful in this role the incumbent will demonstrate the following: 

• 5+ years Customer Success experience, preferably in a B2B Enterprise SaaS company and / or in the HR Tech sector 
• Track record of managing complex customer journey and securing strategic deals by understanding customer problems and crafting tailored solutions, leading to annual success in account retention and growth. 
• Demonstrated success in identifying, growing and nurturing relationships at multiple levels within a company, and building consensus amongst disparate stakeholders. 
• Analytical mindset with the ability to interpret data, identify trends and make data-driven decisions to optimize sales performance. 
• Proficiency in CRM software (e.g., Salesforce, Churn Zero, Gong) and other sales tools for pipeline management, reporting and forecasting. 
• Highly organized with strong time management skills and the ability to prioritize and manage multiple tasks simultaneously. 
• Team player who enjoys helping others hone their craft by openly sharing their own successes and failures. 
• Willingness to travel 10-20% of the time as needed to meet with customers and attend industry events. 

• Bilingual in English and Spanish a bonus.  

RESPONSIBILITIES 

The primary responsibilities of this role include:  

• Drive revenue retention with existing customers by deploying sophisticated training, onboarding and consultative strategies that demonstrate value and become a platform for expansion opportunities  
• Build and maintain rich relationships with multiple key stakeholders within customer organizations, including executives, decision-makers and influencers. 
• In partnership with an Account Manager, conduct regular business reviews to assess performance, address concerns and identify additional opportunities. 
• Stay informed of industry trends, competitor activities and market developments in order identify new opportunities and maintain our competitive advantages. 
• Continuously enhance knowledge of products, services and industry best practices to effectively advise and support customers in achieving their business objectives. 
• Inform product roadmaps and features by gathering customer feedback and conveying market needs that can strengthen our value proposition and enhance our customers’ experience. 
• Ensure that Enterprise customers derive maximum value from their subscription investment. 
• Onboard new clients, managing all aspects of the account, user administration and provide product training based upon client specific use cases and objectives. 
• Understand Criteria’s strategic and competitive position and be an effective advocate for our product. 
• Identify, analyze, and remove roadblocks to growth to ensure customer success. 
• Develop success plans for each client. 
• Rapidly and efficiently respond to incoming customer support calls and emails. 
• Provide web-based training and product implementation support. 
• Proactively manage all customer requests to satisfactory conclusion. 

• Document all customer interactions in our CRM software. 
• Drive product improvements and help inform product development initiatives by listening to customer feedback and relaying it to our product development team