Sr Customer Success Manager in 120 Adelaide Street West, Toronto, ON M5H 1T1 at CareerBuilder

Date Posted: 10/28/2019

Job Snapshot

Job Description

US - CareerBuilder



As we continue to disrupt the recruiting landscape by providing the world’s only end to end hiring solution, we are looking to grow our Success division of individual contributors.

The Customer Success Manager Level 3 (CSM) will be responsible for working enthusiastically with an assigned book of business to ensure maximum client retention. The renewal of your accounts at the count and dollar level is dependent upon your ability to understand and measure the client’s desired outcomes, ensure a strategy is in place to meet those desired outcomes, and maximize usage, adoption, and performance to drive optimal value. The CSM will be expected to create client engagement, end user adoption, and return on investment back to our client’s businesses. You will proactively consult your assigned book of accounts throughout the entire lifecycle to include Onboarding, Executive Business Reviews (EBRs), mitigating any risk factors for churn, training groups of users on best practices, carrying out end user optimization sessions, and performing monthly adoption tracking activities using data analysis skills.

Level 3 is the third level of the Customer Success Manager career path at CareerBuilder and not considered entry level to the Account Management / Client Services / Recruiting industry. Level 3 manages accounts that have similar characteristics around company size, solution set purchased, and number of users. Level 3 is the highest level in the career pathing of this role; this role expects a mastery of designated skills, competencies, and KPIs. Career pathing for this role would entail consistent commitment to this particular role, promotion into other direct contributor roles in other Operations teams, or perhaps even leadership in Success or other Operations teams.

Duties and Responsibilities:

You will focus on account management, customer engagement, and retention. 

The responsibilities of the Customer Success Manager Level 3 include:  

  • Become an expert on all CareerBuilder solutions including Talent Acquisition, Services, and Software; Level 3 of the CSM position entails required mastery in understanding the technical aspects of our Services and Software solutions beyond our traditional Talent Acquisition solutions.
  • Be a student of your clients’ 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.
  • Employ mastery of presentation skills to message back the value of their CareerBuilder investment in these Executive Business Reviews.
  • Effectively have conversations with C-Levels buyers and System Administrators on the economic landscape and hiring marketplace of your clients based on geography, industry, and Onets/job titles.
  • Directly identify and communicate risks to the success of the contract life cycle or the client relationship and escalate accordingly.
  • 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.
  • Opportunity to earn more based on Success identified Sales leads that convert to upsells.

Job Requirements:

Job Requirements:

  • Must be bilingual- English and French Canadian
  • Ability to travel 20%.
  • Bachelor’s degree preferred.  Business or applicable field of study preferred.
  • 5-8 years of relevant experience in Sales, Business Development, Success, Account Management, and/or Recruiting.
  • 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 required.
  • Natural ability to be proactive vs reactive.
  • Ability to accurately gauge a client’s sentiment on renewing.
  • Ability to manage multiple projects simultaneously.
  • Mastered communication skills.
  • Mastered presentation skills.
  • Ability to show empathy, patience, and urgency appropriately.
  • Demonstrated skill at engaging people via phone and in person in a consultative, analytical, and strategic manner.
  • Mastered organizational and time management skills.
  • Successful persuasion of strategic recommendations in client optimization sessions.
  • Mastered attention to detail.
  • Mastered relationship building and networking skills across all levels (end user, Executive, etc.); ability to maintain these relationships
  • Mastered ability to engage an audience, specifically with teaching and adapting teaching style based on audience.
  • 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.
  • Ability to identify and act on new business opportunities
  • Ability to have passionate, fact driven, and level headed conversations
  • Ability to receive feedback and make appropriate changes.
  • Team player.
  • Mastered Business Acumen.
  • Mastered problem solving skills.
  • Demonstrated understanding of the importance of the customer experience.
  • Understanding of basic employment trends and strategies.
  • Adaptable to frequent change; influencer of change and evolution.
  • Desire to learn about new products, features, and changes in our department and others that impact the entire company outside of your current book of business
  • Ability to manage competing priorities and put the client first
  • Mastery in technical aptitude with ability to talk thru technical specifications in an easy to learn and understand way
  • Advanced Excel Proficiency (Pivot Tables, Filtering, Basic Formulas)
  • Mastered knowledge in Word, Power Point and Outlook.
  • Working knowledge of Salesforce CRM
  • Working knowledge of Gainsight a plus but not required
  • Experience with recruitment technology platforms/HRIS solutions a plus but not required




Benefits-We’re All About You! 

When you're focused on the goal, not the path – you can be more flexible, and that translates into more productive and satisfied employees. From flexible hours to volunteering during work hours to diverse education opportunities, CareerBuilder is committed to helping employees strike a balance. 

Here are just some benefits we offer:

  • Training that positions you to hit the ground running with ongoing learning and development courses; we never stop investing in our people.
  • Comprehensive Medical, Dental & Vision Programs
  • 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
  • Global Wellness initiatives to promote financial, mental and physical health and well-being
  • 401(k) Program with a two year vesting schedule, discretionary match, and an opportunity to make Pretax and Roth contributions

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: 001641