Customer Success Manager

Bottom Line Up Front:

ERIN, a rapidly growing startup in Talent Acquisition, is revolutionizing how employees participate in hiring processes. We pride ourselves on creating great software, solving problems, and engaging in innovative startup activities.

Businesses of all sizes around the world are struggling to fill open positions. Our client-facing team works closely with these businesses from implementation to rollout, helping employees become their companies' best recruiters.

We’ve assisted businesses ranging from 500 to 300,000 employees. We are industry-agnostic and currently serve as the backbone for over 1.5 million employees participating in referral programs across 27 countries.

 

What’s so good about ERIN (the company, not the person)?

• Premium Healthcare, Dental, and Eyecare are included at no out-of-pocket expense.

• Unlimited vacation.

• Hybrid work environment

• Full-time employees are eligible for our stock options program.

• 401k

Customer Success Representative Responsibilities

• Drive success and establish a strong rapport throughout the customer journey, beginning with onboarding and continuing with adoption, usage, value recognition, and retention.

• Manage customer onboarding, training, and support.

• Strategically engage customers to accelerate the adoption of existing and new solutions and support activities that deliver the best return on your customers’ investment within the shortest time frame.

• Assist with streamlining systems and processes to enhance automation and efficiency.

• Collaborate with teammates to provide customers with valuable content and resources throughout their journey.

• Identify potential upsell opportunities and communicate them to the sales team.

• Turn successful customers into advocates, measured by participation in reference calls and case studies.

• Advocate for customers' needs and provide strategic feedback to internal teams on how we can better serve our customers.

• Gain a thorough understanding of assigned clients’ needs, campaign objectives, and processes to ensure successful adoption and deployment of ERIN.

• Identify risks to customer success, engage proactively with clients to address retention issues, and develop and execute retention plans for at-risk customers.

• Maintain expert knowledge of ERIN product features and industry trends related to HR, Talent Acquisition, and Customer Success.

• Experience using HubSpot, Slack, Google Workplace, Asana, ChurnZero, and other project management tools.

Experience

• Bachelor’s degree or equivalent work experience is preferred but not required.

• Ability to work in a hyper-fast-paced and changing environment with cross-functional teams (e.g., Sales, Product, Development, Support).

• Excellent communicator through various channels, requiring both written and verbal skills.

• Self-driven and self-managed with the ability to adopt new ideas and technologies.

• Engaging phone and video presence: enthusiastic, high-energy, poised, confident, and professional.

• Strong project management skills, with the ability to handle multiple active projects, high attention to detail, and willingness to support clients.

• Exceptional communication and relationship management skills.

• Access to strong and reliable internet service.

 

Location:

Pittsburgh office is located on the North Shore (by PNC Park). The work schedule is hybrid (2 days in, 3 days remote if preferred). 

 

Salary Expectations:

 

Base Pay: $55,000 - $70,000 depending on experience

•

Last updated on Aug 14, 2024