Senior Customer Success Manager

About GoodTime
GoodTime empowers individuals and organizations to achieve better outcomes from their hiring process. Powered by the GoodTime Meeting Optimization Engine, the platform automates scheduling, ensures the right participants are involved, and delivers actionable insights to foster more effective interviews.
GoodTime’s flagship solution, Hire, enables companies to secure top talent faster through Candidate Relationship Intelligence. By automating 90% of interview management tasks, unlocking data-driven insights, and enhancing experiences with human-centric AI, Hire transforms the recruitment process.
Trusted by over 300 leading companiesincluding Spotify, Slack, Pinterest, Okta, HubSpot, and HelloFreshGoodTime is redefining how businesses recruit and meet. Discover more at goodtime.io.
Our Culture of Entrepreneurship is built on three pillars; autonomy, accountability, and collaboration. As a teammate at GoodTime, you will need to rely on and embody these traits, own your role, and balance autonomy with company alignment.
You might be a good fit for GoodTime if you:
Win as a Team; Youll work with smart people who are driven by results
Challenge the Status Quo: Your ideas will be debated, executed or maybe tossed out. But they will always be heard
Like to work with a leadership team who believes in transparency and meritocracy
Can make a path forward, even in ambiguous situations
Are humble, able to admit your failures (were all human)
Love to learn, or are self-taught in many areas
Are bored without a hard problem to solve
Enjoy seeing your hard work make real impact, and controlling your own success
The Role:
We are currently looking for a Senior Customer Success Manager. This role will partner directly with our Enterprise customers to support their recruiting operations. It is your job to make it easy for customers to love GoodTime! You will make our customers feel heard and taken care of!
Our ideal candidate is an expert at standing up success plans; designing and delivering QBRs; facilitating product adoption and enablement; communicating customer needs to our Product & Engineering teams; collaborating to drive renewals and expansions; and more.
GoodTime CSMs are responsible for driving product adoption, identifying expansion opportunities, and customer retention/minimizing churn. They do this by building exceptional relationships and intimately understanding our customers processes and challenges.
What Success Looks Like:
Build strong executive level relationships to increase product adoption and customer sentiment, as well as eliminate churn
Analyze customers product usage data to recommend features, settings, or add-ons that will enhance the customer experience
Proactively build customer strategies and success playbooks and monitor results
Maintain an expert level understanding of the GoodTime product suite (technical and workflow) and TA industry to identify new opportunities
Work cross-functionally to deliver an incredible customer experience
About You:
5+ years of experience in Customer Success Management or Customer Onboarding with complex software solutions
3+ years of experience conducting QBRs and leading renewal discussions
Superior communication, presentation, and interpersonal skills
Self-motivated individual that thrives in a dynamic, fast-paced, small team environment that is capable and willing to wear multiple hats
Someone who finds solutions to problems without being given all the answers
Ability to effectively partner cross functionally with engineering, product, sales, marketing, etc.
Recruiting, ATS and/or HR Technology experience a bonus
Bachelors degree or equivalent experience
Commitment to You
The more diverse and inclusive the workplace, the more our product, community, and company can flourish. As a prospective teammate, we dont expect you to check every box here. If you believe in the vision and values at GoodTime, please apply! Were proud to support and be an ally to the BIPOC community, women, veterans, and those recovering from the various effects of the pandemic.
Benefits/Perks
Remote first culture
Health, Dental, and Short-term Disability plans, with generous employer contribution
Flexible time off
8 week Parental Leave (including adoption placement)
$500 home office reimbursement
Up to $500 towards self-selected learning and development
Pre-IPO Stock Options
Remote in United States Only
Please Note: No 3rd Party Agency/Recruiters will be considered.