Customer Success Manager

Job Description

As a Customer Success Manager, you will play a crucial role in our business by building key relationships with customers and proactively guiding them to success, while partnering with Account Managers to support renewal and upgrade efforts. We challenge our CSMs to think critically about our customers’ goals and become experts on how Underdog can help them succeed. Your goal is to help customers get the most out of our solution, help them overcome their challenges and maximize ROI. You will learn a ton, work hard, and have a lot of fun along the way. This is a US-based position and may be located in NYC or remote.

We started Underdog.io in 2014 with the goal of making it easier for job seekers to connect with top technology companies. Today, Underdog.io serves thousands of candidates and hundreds of technology companies in New York, San Francisco, and beyond. The Underdog.io platform enables talent acquisition teams to more efficiently engage and hire top talent faster than ever before. We’re profitable, growing, and revenue-funded. Read more about our story here.

What you’ll be working on:

• Onboard new customers and conduct kickoff calls to ensure all stakeholders have access, understand the value Underdog will provide to them specifically, and are excited to get started
• Conduct success calls with your customers on a consistent basis to gauge account health, identify and proactively address risks, drive adoption, and help them identify and effectively engage strong candidates for their open roles
• Become a strategic talent partner for your customers, learning about their businesses, their key hiring challenges, and proactively support their recruiting efforts to drive new hires
• Build relationships with key stakeholders within your accounts and clearly communicate the value of Underdog’s solution
• Monitor the product usage and adoption data for all of your accounts on a weekly basis, looking for health risk signals and proactively engaging those accounts to maintain a healthy book of business
• Keep your finger on the pulse of the Underdog community, staying up to date on hiring trends, which roles are in highest demand, and the breakdown of the Underdog candidate pool
• Maintain detailed, organized notes and provide feedback on the process, messaging, and ICPs to the business team to support our ongoing efforts to develop a world-class revenue organization

What we’re looking for:

• 2+ years of experience in a Customer Success role at a software company with a track record of successfully driving adoption and ROI for their book of business
• Proactive problem solver, committed to the success of their customers
• Experience building relationships with VP and C level execs at software companies with 100+ employees
• Excellent note taking, process management and follow-through skills
• Clear, concise, and confident communicator
• Demonstrated ability to conduct compelling presentations and software demos
• A big plus:
  • Formal customer success training
  • Recruiting or hiring manager experience
  • Sales or account management experience with formal training
  • Experience selling (or buying) HR technology
  • Experience using Outreach.io and SFDC

What makes Underdog.io a great place to work:

• Competitive compensation package including equity in the business
• 100% coverage of health, dental, and vision insurance
• All necessary hardware and software to be successful (laptop, monitor, headset, etc)
• Flexible vacation policy
• Option to work remotely
• All the tools, resources, and support you’ll need to be successful
• Opportunities for learning and professional growth (we’re a small team, growing quickly!)

Underdog.io is an equal opportunity employer, and we are committed to fostering diversity & inclusion in the workplace. Individuals seeking employment at Underdog.io are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.