Customer Success Manager

As a Customer Success Manager you will be responsible for the care of your own portfolio, ensuring the successful onboarding of new Vincere customers, managing the expansion and renewal of our customer base as well as being a trusted advisor on the best Vinny practices.

Successful team members are hands-on, have a high level of ownership, and are obsessed with giving our customers the best experience possible with prompt replies and solutions that work.

This is an exciting career opportunity at a dynamic hyper growth-stage scale-up where your contribution is directly visible at company level

Your 12-month journey

• The first 2-3 months you will spend focusing on learning everything there is to know about Vincere: understand the product, our processes, the teams, the customers and more. You will be working closely together with the other team members and will have on-boarded your first 2 or 3 customers!
• After 3 months, you will have taken responsibility and ownership of your own portfolio, taken further steps in onboarding new Vincere customers and started to learn more about the Vincere platform and our product team.
• After 1 year you will have mastered your way in how we keep our customers happy by ensuring they get the full value from Vincere. You will have negotiated contracts, carried out some “account audits”, developed a deep understanding of our customers needs and had a huge impact in onboarding more happy customers.

ABOUT THE JOB

Your Role :

• Manage a book of 70-80 mid-market customers assuming responsibility for these customers reaching their hiring objectives with Vincere.
• Ensure all customers, small, enterprise & everything in between, receive the same dedicated, super engaging and tailored training on the Vincere platform using a range or training methodologies.
• Analyse customer data to assess system usage – use this to drive satisfaction, adoption, retention, and reducing churn.
• Lead the commercial conversations related to renewals and upsell opportunities.
• Negotiate contracts and close renewal agreements.
• As the system legend you will work with customers of all sizes and skill levels to ensure they receive the best customer experience and support
• Master the Vincere software, working closely with the product team for feedback and future roadmap direction.
• Collaborate internally and with partners to drive successful completion of projects, partnering with other resources as necessary to ensure project success.
• Provide detailed feedback from customers to ensure we continue to develop to meet the ever changing needs of the recruitment world

REQUIREMENTS ✔

• 2-3 years of experience in Customer Success Manager or Account Management roles at a tech/SaaS company.
• Confident in a tech environment and comfortable with new software.
• Strong interpersonal skills and a passion for consistently providing a great customer experience.
• Experience managing a book of high-touch, mid-market accounts.
• An entrepreneur at heart – you enjoy working as part of a small team, rapidly iterating on strategy, and getting your hands dirty to build something great
• Ability to identify and drive commercial opportunities, a recruitment agency background is beneficial but not essential.
• Empathetic and persuasive, with a strong mix of emotional intelligence and business savviness
• You are proactive, adaptable and organised
• You can effectively and persuasively communicate with decision-makers
• Personable – and a relentless relationship builder

WHY YOU’LL LOVE IT HERE?

• Be the change: Shoot to the top with a high-octane, innovative SaaS company.
• Professional development: Upgrade your skills and ignite your career.
• International environment: We represent a diverse crew of over 20 nationalities across 6 global offices.
• Collaborative atmosphere: At Vincere everyone works together to execute the mission.
• Excellent benefits: We offer competitive compensation packages.
• Team spirit: Caring for our people and bonding together are musts for us.
• Dynamic growth: Our teams are scaling up quickly as the recruiting market is booming. There’s no better time than now to come on board!

ABOUT VINCERE

Vincere is the SaaS tech company revolutionizing recruitment. We provide a single streamlined tech platform to power rec firms worldwide.

We call our platform the “Recruitment Operating System,” or #RecOS. It’s a suite of modules natively built and pre-integrated to cover the entire recruitment process. Our ambition is to equip recruiters: with a CRM/ATS system, AI & analytics, website building, video interviewing and more.

At Vincere, we’re passionate individuals who are driven to succeed. Our work culture is characterized by strong team spirit, high degrees of openness and innovation, and frequent collaboration across fields.

We have offices in Saigon, Singapore, Sydney, London, Málaga, and Atlanta. Our international team has grown to over 150 employees and counting. We’re proud of launching from humble beginnings into sky-high growth, with 15,000+ happy recruiters as customers. And we’re just getting started.