Senior Customer Success Manager

Asymbl is the workforce orchestration company bringing together workforce applications to hire human workers, digital labor strategy to onboard digital workers, and platform expertise to bring it all together. We help businesses attract, design, manage, and scale hybrid workforces that drive more meaningful business impact, faster. Workforce orchestration aligns strategy, process, and technology so the right work is done by the right worker with clarity and accountability.

We believe the future of work isn't human or digital. It's human and digital, orchestrated as one.

Our customers are staffing firms, corporate recruiting teams, and businesses orchestrating their entire workforce, both human and digital. They run critical operations on our platform and expect a Customer Success partner who understands their world today and can grow with them as it evolves.

This is a senior individual contributor role on a lean, intentionally built CS team. You'll own a portfolio of accounts, build relationships that actually matter to customers, and take real ownership over retention and growth outcomes.

Key Responsibilities:

Account Ownership

• Own a portfolio of accounts across varying size, complexity, and lifecycle stage.
• Build trusted relationships with key stakeholders at every level, from daily users to executive sponsors.
• Monitor health scores and use segmentation to prioritize outreach and engagement.
• Develop and maintain account plans that reflect customer goals, risks, and next steps.
• Lead structured business reviews, check-ins, and proactive conversations tied to customer outcomes.

Retention & Value Realization

• Drive adoption, measurable outcomes, and ongoing value realization across your portfolio.
• Proactively identify and manage churn risk, low engagement, and strategic misalignment before they escalate.
• Own ACV, NRR, and GRR accountability across your book of business.
• Be comfortable having difficult conversations: churn risk, value gaps, misaligned expectations.

Commercial Acumen

• Generate CS-Qualified Leads (CSQLs) by identifying and surfacing expansion opportunities organically through relationship-led engagement.

Technical Engagement

• Provide Salesforce configuration guidance and workflow-level support directly to customers, not just escalations.
• Triage whether issues are user-side, configuration-side, or product-side before routing to Support.
• Translate platform capabilities into practical solutions for customer recruiting and staffing workflows.

Customer Success Function Development

• Contribute to playbooks, processes, and tooling as the CS function matures.
• Proactively document processes, insights, and lessons learned to build shared team knowledge.

Required Qualifications:

Experience

• 4–7 years of Customer Success experience in B2B SaaS.
• Demonstrated ability to manage a complex account portfolio independently.
• Track record of retaining and growing accounts through relationship-led engagement.
• Experience owning ACV, NRR, and GRR targets across your book.

Technical

• Functional Salesforce fluency, including object/field relationships, declarative configuration, and basic permission troubleshooting. This is not optional for our platform.
• Ability to triage whether a customer issue is user-side, configuration-side, or product-side before routing to Support.
• Understand how platform setup affects customer outcomes and workflows.
• Experience leveraging generative & agentic tools to streamline workflow

Skills

• Strong written and verbal communication. You can run a QBR and write a clear follow-up without hand-holding.
• Organized and self-directed. Data-driven and manages prioritization independently.
• Comfortable operating in ambiguity and helping define structure, not just follow it.
• Experience working cross-functionally in a small or scaling company.
• Natural curiosity & ability to dig into details to understand customer needs & pain-points

Preferred Qualifications:

• Experience in or directly adjacent to staffing, recruiting, or HR technology. At least 1 year preferred. Candidates coming cold from unrelated SaaS verticals will face a steeper ramp.
• Familiarity with applicant tracking system (ATS) platforms, CRM workflows, or recruiting operations.
• Salesforce Admin or Platform Developer certification

How you will be measured:

Qualitative

• Customer sentiment and executive sponsor trust
• Net Promoter Score (NPS) and satisfaction scores
• Quality of account plans and business reviews
• Contribution to CS playbooks and team knowledge
• Cross-functional feedback from Product and Support

Quantitative

• Net Revenue Retention (NRR) across portfolio
• Gross Revenue Retention (GRR)
• ACV retained and expanded
• CS-Qualified Leads (CSQLs) generated
• Time to value for new accounts
• Average issue resolution time

Why this role matters:

Asymbl's CS function is being built deliberately, not just staffed. The customers we serve run critical recruiting and staffing operations on our platform. When CS works, they grow with us. When it doesn't, they leave.

This role is for someone who wants ownership, not oversight. You'll have a real impact on a real book of business, and a direct line to shaping how CS works here. That's not a pitch. It's just accurate.

Benefits and Perks:

We believe that great people deserve great support. That's why we offer a competitive and comprehensive benefits package, including:

• Medical, Dental & Vision Insurance - Multiple plan options to meet your needs
• Short & Long-Term Disability - We've got your back, even when life happens
• Life Insurance - Protection and peace of mind for you and your loved ones
• Paid Parental Leave - Time to focus on what matters most
• Employee Health & Wellness Program - Mental health resources
• 401K - With match, to help you invest in your future
• Stock Options - Share in the success you help create
• Unlimited PTO - We trust you to take the time you need to recharge