Manager, Customer Success in Remote US at CareerBuilder

Date Posted: 1/4/2022

Job Snapshot

Job Description

Note: CareerBuilder U.S. office locations will reopen on a voluntary basis in January 2022 and employees within a commutable distance will have the option to utilize the offices if fully vaccinated against COVID-19.  

U.S. Office Locations: Chicago, IL; Atlanta, GA; Irvine, CA 

Job Summary:

As a Manager in our Customer Success Group, you will be responsible for leading a team and working with new and existing clients to ensure that they are successful with Career Builder solutions. You will engage with your team to monitor a client’s on-going health and establish a cadence for client interactions that ensure each customer is getting a great return on their investment. Your team will manage the customer’s entire journey from onboarding through customer renewal. In summary, your job is to ensure we are delivering value to our customers and that our customer’s keep turning to CareerBuilder for their talent acquisition needs.

Major Responsibilities/Activities:

  • Hire, train, develop and motivate success reps and provide ongoing and candid feedback to aid them in developing themselves
  • Professionally develop success reps and assist in career planning as well as drive business results by achieving revenue contribution targets
  • Leadership responsibility for 10-15 team members including personnel management, performance reviews and daily operations oversight
  • Actively engaging with customers to ensure that our customers are getting the most out of their investment from CareerBuilder
  • Shadow team member client calls to provide feedback, guidance and suggestions to improve performance
  • Be an expert on all CareerBuilder solutions including Talent Acquisition, Services, and Software
  • Be a student of your customers’ businesses and perform account discovery research to understand their reasons for purchasing, what they are trying to achieve, what stakeholders are key to having a two-way partnership, and how change management and executive sponsorship drive adoption within their organization
  • Become a consultant on recruiting workflow processes from start to finish to drive operational efficiencies within our clients’ organizations
  • Intelligently and masterfully set expectations for desired outcomes with clients to measure the success of their CareerBuilder contracts
  • Effectively use mastery in data analysis skills to measure back to these quantifiable success metrics periodically in Executive Business Reviews
  • Effectively have conversations with C-Levels buyers and System Administrators on the economic landscape and hiring marketplace of your customers based on geography, industry, and ONETS/job titles
  • Orchestrate and roll out strategies to drive maximum user adoption via trainings segmented by persona type, training plans, optimization sessions with end users, integration set ups, etc.
  • Responsible for client retention at the count and dollar renewal level, in addition to aligning with the Revenue and EBITDA of the Sales division you are aligned with

Job Requirements:

Job Requirements:

  • Has a passion to train, develop and mentor others  
  • Leadership Experience 5+ years minimum
  • Bachelor’s degree strongly preferred.  Business or applicable field of study preferred
  • 5-8 years of relevant experience in Sales, Business Development, Success, Account Management, or Staffing.
  • Ability to personally connect to CareerBuilder’s vision, mission, and values
  • Proven understanding of the Success industry, the importance of managing the client life cycle appropriately, and the ability to work with Sales Reps to divide responsibilities while both providing value to our clients
  • Previous software / SaaS experience preferred
  • Ability to accurately gauge a client’s sentiment on renewing
  • Ability to manage multiple projects simultaneously
  • Mastered communication and presentation skills
  • Mastered organizational and time management skills
  • Successful persuasion of strategic recommendations in client optimization sessions
  • Mastered relationship building and networking skills across all levels (end user, Executive, etc.); ability to maintain these relationships
  • Comfortable working with multiple groups of internal and external clients (IT, Support, Sales, Leadership, etc.)
  • Natural ability to be a leader on the team and can assist with team initiatives
  • Ability to build out processes that are scalable and replicable across the entire company
  • Team player
  • Demonstrated understanding of the importance of the customer experience
  • Adaptable to frequent change; influencer of change and evolution
  • Mastered knowledge in Word, Power Point and Outlook
  • Working knowledge of Gainsight and Salesforce CRM
  • Travel as needed up to 40%

Physical Demands:

  • Frequent phone and computer use
  • Creating written communications
  • Able to sit/stand at a desk
  • Able to bend, sit, stand, lift boxes or equipment (between 0-15 lbs)

Benefits and Perks

Connecting people with meaningful work is one of the most important things anyone can do – which means we need to support the employees who make that possible. CareerBuilder’s team enjoys a host of perks and benefits, including: 

  • Comprehensive Medical, Dental & Vision, Life & Disability Programs
  • Option to enroll in supplemental Life, AD&D, Accident, Critical Illness, Home & Auto, Transit and Legal Programs
  • Parental support including paid maternity and parental leave, Milk Stork, Healthy Pregnancy Program and Fertility Support Services
  • Education Reimbursement Program allowing up to $5k per year towards completion of a Bachelor’s and non-MBA graduate degree, and up to $10K per year towards completion of an MBA
  • Wellness Support & Initiatives
    • Employee Assistance Program with free counseling sessions
    • Wellness/Tobacco Free credits towards medical premiums
    • On-site meditation rooms
  • 401(k) Program with a two year vesting schedule, annual employer match, and an opportunity to make Pretax and Roth contributions. Financial educational webinars and individual retirement planning advising available.

CareerBuilder, LLC is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.


TSR ID: 002442


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