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SalaryABOUT US
HirexHire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client’s everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan.
We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses.
OUR CLIENT
Location: Raleigh, NC HQ (REMOTE)
Industry: Government Technology (SaaS)
Company Size: 50+
What They Do: Our client offers an end-to-end operating system for public agencies to communicate, listen, and make informed decisions. As an all-in-one engagement and communications platform, their mission is to connect government agencies with the communities they serve and facilitate equitable participation and representative data.
Contact HirexHire for more client information
THE ROLE
As a Senior Customer Success Manager, you would be responsible for working closely with public agencies, counties, and state-level departments to ensure they fully adopt and utilize our client's engagement platform. This involves understanding their client's needs and goals, helping them overcome any challenges they may face, and ensuring they see the value in the platform. Your role would be to maximize their client's usage of the platform, create value for them through its features, and ultimately foster satisfaction among these important clients.
This role is fully remote.
WHAT YOU WILL DO
- Gain a deep understanding of each customer’s strategic and operational goals while developing short and long-term plans that promote maximum value.
Identify barriers and promote creative solutions to help our client's customers achieve desired outcomes.
Translate knowledge of public engagement best practices into credible recommendations that help influence the execution and effectiveness of the customer’s outreach efforts.
Work cross-functionally to identify areas of opportunity within the portfolio for expansion across the enterprise and breadth of product offerings.
Champion the customer's voice internally, acting as a strategic liaison by escalating issues through the appropriate channels and levels, ensuring that their challenges and expectations are not only heard but also promptly addressed and resolved.
Manage and mitigate churn risks through careful monitoring of health scores, playbooks, and other variables that influence the propensity renewal.
Promote customer engagement with our client's events and customer panels.
Collaborate closely with the Finance team throughout the 90-day renewal cycle to ensure thorough understanding and accounting of account nuances; facilitate timely responses; and identify and escalate any potential last-minute barriers to renewal.
WHAT YOU WILL NEED
Minimum 5-10 years of experience Customer Success in a B2B SaaS environment.
Ability to converse and influence at senior levels both internally and externally.
Track record of achieving expansion, upsell, and cross-sell sales goals.
Track record of achieving retention goals.
NICE TO HAVE
Public sector experience a plus
Public engagement experience a plus
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. HirexHire is dedicated to building diverse and inclusive teams for our clients, so if you are excited about this role but your experience doesn’t perfectly align, we encourage you to still apply! We may have another fit for you!
