Senior Customer Success Manager

Customer Success

At Rival, we’re transforming how companies hire, onboard, and grow talent by making HR processes smarter, faster, and more agile. We enable organizations to simplify talent acquisition, modernize HR workflows, and accelerate workforce productivity.

We are seeking a Senior Customer Success Manager (CSM) who is a trusted advisor that builds long-term customer relationships, delivering outcomes and value which exceed expectations and result in a higher rate of Rival software adoption and increased customer lifetime value. The Senior CSM partners closely with the Sales team to drive customer retention and with the leadership team to shape customer success strategies and drive process improvements.

This is a salaried, exempt position with a range of $100,000 - $115,000 annually, in accordance with experience and qualifications. In addition to salary, we provide a comprehensive benefits package including health, life and disability benefits, wellness programs, 401(k) plan with company match, flexible PTO and many other perks. A full benefits overview is available upon request. Rival complies with all applicable labor laws and promotes pay equity across our organization.

Your contributions to Rival will include:

• Interacting regularly with customers to understand business objectives and use cases, and assisting them in building a plan for success that maximizes the value of Rival’s products.
• Delivering an exceptional customer experience; maturing customer relationships to loyalty and advocacy levels, garnering long-term renewals, success stories, references and referrals.
• Partnering with Sales and internal teams to ensure customer satisfaction and defining creative growth strategies, including, identifying and developing business opportunities within existing portfolio, and ensuring successful execution of all deliverables.
• Proactively anticipating customer needs and working with Product and Services teams to identify new features or product offerings to increase value to customer.
• Tracking customer project milestones to measure progress and promoting successful adoption of Rival products to drive maximum value throughout lifetime of subscription term.
• Monitoring customer feedback; proactively identifying customer risks and implements mitigation strategies to ensure positive business outcomes.
• Establishing credibility and influence with customer executives through virtual/onsite engagements.
• Successfully communicating the value of Rival’s solutions as a functional expert.
• Handling more complex and higher-value accounts.
• Mentoring and serving as a resource and point of support for Customer Success team members.
• Acting as escalation point for difficult issues and working on high-stakes problems.
• Partnering with leadership in shaping customer success strategies, driving process improvements, and championing adoption of new tools and initiatives.
• Leveraging Customer Success tools to monitor analytics for predictive churn indicators, usage variation, HR system landscape changes, and health score impacts.
• Following up on customer renewals and partners with internal teams to drive retention strategies and ensure timely renewal orders and payments.
• Utilizing Rival customer community and social networks to promote customer-to-customer interactions, socialization of new Rival offerings, and enhancement of customer lead referral channels.

Required Skills

• Excellent interpersonal skills and outstanding verbal, written and listening communication skills.
• Strong organizational skills with ability to lead and coordinate cross-functional and technical teams.
• Ability to work through ambiguous situations to understand, define, and meet customer needs.
• Demonstrates a problem-solver mentality.
• Ability to articulate the technical basics of SaaS based environments (system integrations, performance monitoring, data security, etc.) and communicate as a functional product expert.
• Proficient with computer software and MS Office applications, including Word, PowerPoint, Excel.

Required Experience

• Bachelor’s degree or equivalent work experience is required.
• Minimum of 6 years’ experience in a role of direct customer exposure (may include areas such as sales, account management, pre-sales, consulting, or support) is required; customer success management (CSM) experience is required.
• Experience with CRM and customer success systems (e.g., Salesforce, Gainsight) is required.
• Prior Software-as-a-Service (SaaS) experience is preferred.
• Experience in Human Resources and familiarity with HR software is strongly preferred.