Senior Customer Success Manager

Our mission at Greenhouse is to make hiring work for everyone – so we go to great lengths to hire great people because we believe that they’re the foundation of our success. At Greenhouse, you’ll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can achieve our mission. Join us to do the best work of your career, solving meaningful problems with remarkable teams. Greenhouse is looking for a Senior Customer Success Manager, Enterprise to join our team! Greenhouse is the world’s fastest-growing enterprise talent acquisition suite and our Customer Success team is a primary driver of that growth. We are strategic partners to our customers and help them drive and adopt talent acquisition and recruiting best practices within their organizations. You'll be the owner of ongoing consultative relationships and the face of Greenhouse throughout the entire customer journey - from pre-sales, to implementation and ongoing optimization. Who will love this job A proud advocate — you are the voice of your customers while remaining compassionate, responsive, and effective at navigating complexity on their behalf A collaborator — you thrive working with cross-functional partners across Account Management, Support, Product, Professional Services, and Engineering through renewals, expansions, and key customer milestones An educator — you coach customers on structured hiring practices, onboarding workflows, and Greenhouse's full product suite including Voice AI An entrepreneur — you manage your book of business like your own company, continuously elevating your processes, philosophies, and methodologies without waiting to be told how A future builder — you see around corners, identify opportunities before they're obvious, and create new approaches where no playbook exists A decisive operator — you make good calls fast, act with conviction under ambiguity, and own outcomes whether they go well or not What you’ll do Provide strategic direction for clients on Greenhouse products and within their fields of expertise. Achieve full fluency in substantial industry trends and topics to advise customer leaders from various functions Illustrate business value by defining clear metrics and proof points for all customer engagements (implementation goals, business reviews, etc) Demonstrate thought leadership and be a valued internal resource across sales, marketing, product, and engineering Act as a trusted advisor to clients and become an extension of the customer’s team. Successfully establish relationships wide and high throughout the organization Establish and grow relationships throughout the organization- from weekly syncs with day-to-day users to business reviews with C-suite executives Utilize data to provide product and strategy recommendations. Communicate critical customer concerns and use understanding of vertical or product trends to provide recommendations and influence talent strategy Develop a vision that motivates others to achieve their goals. Lead innovation within, and in addition to primary role through projects and initiatives Identify complex upsell opportunities and work with Sales and Expansions teams to assist in renewing and expanding Enterprise customer contracts. Conduct strategic account planning to prioritize opportunities and customer goals Orchestrate success by working closely with internal teams to deliver value for customers, solve complex problems, and improve internal processes Invent solutions to customer challenges where the playbook doesn't yet exist, particularly as customers navigate AI-powered hiring tools Use our learning and development budget to further educate yourself, learn a new skill, or upgrade an existing one Additional projects and responsibilities as business needs require You should have 5+ years of hands-on account management or customer success management experience, preferably in the B2B tech/SaaS sector A background managing complex enterprise accounts with high ARR responsibility Demonstrated ability to drive product adoption across multi-product SaaS environments Comfort with and curiosity about AI tools — both in your own workflow and in how you help customers adopt AI-powered features Strong discovery skills — you ask thoughtful, open-ended questions that get to the heart of what value looks like for each customer Proven track record managing retention, expansion, and risk mitigation across a strategic book of business Formal or informal project management experience Experience collaborating with and orchestrating large cross-functional account teams Background in SaaS, a plus Background in HR Tech or Talent Acquisition, a plus Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply Applicants must be legally eligible to work in Canada as of the start date chosen by the Company. We are unable to support sponsorship at this time. For purposes of processing or administering your employment relationship, personal information that you provide to the Company may be transferred to and accessed by an affiliate in the United States or elsewhere, or to agents and contractors (such as payroll companies, insurance companies, information technology consultants, etc.) that provide services to the Company. The national pay range for this role is $97,700 - $114,780 CAD. Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role. #LI-MS2 Who we are At Greenhouse, we live by our mission through using our own product to help us hire the right person for the job, every time. We’re committed to designing and responsibly using AI tools to transform how we work while keeping people at the center. We are a remote-first company and have shared office spaces in New York City and Ireland, and optional co-working spaces that give us flexibility to do our best work anywhere. We take an active role in our growth through a performance review program that’s committed to providing actionable feedback, and a bonus structure that rewards great performance. We believe that bringing together a variety of perspectives makes us a stronger company – and we nurture leaders who create an inclusive culture and invest into employee resource groups that celebrate our differences and life experiences. We’re proud to have built an award-winning culture that’s been recognized as Fortune’s Best Places to Work and Inc.’s Best Workplaces multiple years in a row. – Greenhouse Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to accommodations@greenhouse.io. 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