Customer Success Manager at ProFinda

US-based, Fully Remote

ProFinda is growing our Customer Success team and looking for a Customer Success Manager to join the team. In this role, you will use your knowledge and experience to help your clients transform how they manage and engage the talent within their entire workforce, including direct employees, contingent workers and alumni. You will work collaboratively with notable clients to partner with them whilst they engage in large scale digital transformations, helping to match the right people, to the right work, at the right time.

Your primary role will be managing relationships and providing actionable solutions across client accounts, presenting an opportunity to build deep knowledge and around client systems, ways of working, stakeholders and strategic objectives.

We have a unique position to work with our enterprise clients who are either at the start or middle of large digital transformation deployment plans, moving between various project phases. These are typically rolling projects that may last up to 3-4 years, so we need a technically minded Customer Success Manager to be the key point of contact throughout the deployment but more specifically when clients are in between projects and for the transition to business as usual.

In this position you will:

• Ultimate responsibility for assigned customers’ advocacy, retention and growth.
• Develop a comprehensive understanding of the customer’s industry, business challenges, desired business outcomes and business objectives to ensure close alignment with ProFinda product.
• Develop trusted advisor relationships and articulate the value of the ProFinda solution to customers.
• Develop and monitor customer journey success strategy focusing on enabling customers to achieve measurable business outcomes.
• Develop a deep level of KYC and system landscape knowledge.
• Develop best practice materials and frameworks to optimise Customer Success processes to support scaling.
• Understand and drive customer adoption of ProFinda including increasing client usership and engagement.
• Ensure any account issues and escalations are managed appropriately and resolved quickly, leveraging appropriate supporting resources while managing customer expectations.
• Identify and pursue opportunities for upsell and cross-sell to grow customers’ adoption and product usage. Providing timely quotes for these opportunities when they arise.
• Be completely knowledgeable of contract details, track and close contract renewals.
• Lead training sessions and contribute to change management planning.
• Build and maintain a success strategy document (quarterly business review) for each client.
• Gather customer product feedback and communicate with product management to represent the Voice of the Customer and shape product roadmap development.
• Coordinate and communicate quarterly releases and new features.
• Provides retention, risk and customer growth analysis to the VP Sales.

What you need to be successful in the role:

• 5 years of experience in Customer Success or related area, preferably at an enterprise SaaS company.
• Exceptional relationship management skills and professionalism.
• Creative problem-solver with the ability to interpret and isolate the root of an issue or opportunity.
• Experience working in an early-stage, startup/scale up is an advantage.
• Experience working with professional services clients or in professional services is a nice to have.

What else would be great:

• Experience working with clients in HR Technology, Workforce Planning and associated domains would be beneficial.
• Experience working in or with large professional services organisations

We Offer:

• A competitive compensation
• 401k
• Private Medical
• Laptop
• Work remotely from home and travel as needed
• 20 holidays, plus 10 public holidays

Our Culture & Values

At ProFinda, we know that a great culture is something that develops naturally on the back of strong, clearly defined company values and leadership. This culture is what motivates and retains talented employees. Our values are true to ProFinda and are reinforced among our employees daily, translating to a culture that makes the entire team proud.

• We’re a purpose-driven company, engaged and excited about the work we are doing.
• We know good ideas come from everywhere, so we work to ensure every person feels safe to take risks and think outside of the box. You will get a responsible role in an ambitious team, at the forefront of our rapid growth.
• We operate based on trust. We are proud of the company's autonomy and work based on flexible hours. We care about the results, not harsh deadlines.
• We are committed to transparent and great communication, and patient self-driven attitudes. We're not big on meetings, but we love innovation, agile thinking and solution mindsets.
• We move quickly so you’re constantly learning and things never get stale. You will have plenty of opportunities for personal growth and development.
• We value a daily work life balance.

A bit about us

Though our backgrounds are diverse, we share a belief - employee skills and a knowledge lens can lead to workforce productivity and quality, also favouring employee personal development and mobility. That common inspiration keeps us aligned with our purpose as a team, which is scattered across 12 countries (so far), all over Europe. The distance doesn't slow us down. We keep the engine humming from our homes, co-working spaces, and coffee shops. Whether collaborating through Slack, video calls, our team knows how to keep connected—it’s what we do best!

At ProFinda, inclusivity fits our core values of aspiring to create an open-minded workforce, where our employees feel comfortable to be themselves. We know that creating diverse teams is the most fundamental component to our success and this success can only be achieved by a collective of people with different backgrounds, experiences, personalities, talents, ideas and opinions. We hire fantastic, innovative team players – if that sounds like you, you will find a home at ProFinda!