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Customer Success Manager
Customer Success Manager (ARCHER) – Build Trusted Customer Relationships & Drive Revenue Growth
Role Overview
You’ll build trusted relationships with Talent Acquisition teams, understand their hiring priorities, and collaborate closely with customers to enhance hiring outcomes using Archer—leveraging AI-powered hiring workflows and market intelligence to drive measurable business value.
Own the entire customer lifecycle, from onboarding to renewal, ensuring continued success while uncovering opportunities to grow the partnership over time. This is a highly commercial Customer Success role requiring:
- Strong relationship management
- Sharp commercial awareness
- A passion for transforming talent attraction strategies
Your success hinges on customer outcomes, revenue retention, and long-term value creation for both customers and hackajob.
Role Objectives
By combining:
- Strong customer relationships
- Commercial ownership
- Data-driven recommendations
You will:
- Improve hiring outcomes
- Retain revenue
- Help customers evolve talent-attraction strategies
Success is measured by: ✅ Customer outcomes (health, satisfaction, ROI) ✅ Net Revenue Retention (NRR) through renewals & expansion ✅ Long-term partnership value
Key Responsibilities
1. Own Your Customer Portfolio
Take full ownership of customer relationships across your assigned portfolio by:
- Building trusted relationships with:
- Recruiters
- Talent Acquisition leaders
- Hiring stakeholders
- Developing Success Plans aligned with customer hiring priorities
- Proactively tracking:
- Hiring demand fluctuations
- Organizational changes
- Future workforce plans
- Proactively managing customer health, identifying risks early, and implementing success plans before they escalate into commercial issues
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2. Deliver Customer Value Through Archer
Maximize Archer’s value for customers by:
- Leading customer onboarding & adoption of Archer
- Partnering with Functional Development Engineers (FDEs) to optimize Archer for each customer
- Driving adoption through:
- Workflow optimization
- Calibration
- Enablement initiatives
- Conducting business reviews that demonstrate:
- Measurable hiring outcomes
- Clear ROI from Archer
- Using Archer data + customer insight to recommend improvements that:
- Increase recruiter productivity
- Boost hiring success rates
3. Own Commercial Performance
Retain and grow revenue across your accounts by:
- Owning renewal conversations & commercial negotiations
- Applying frameworks like MEDDPICC to:
- Accurately forecast revenue
- Proactively manage renewal risk
- Identifying, qualifying, and progressing expansion opportunities
- Structuring multi-year agreements where beneficial
- Developing commercial success plans to maximize Net Revenue Retention (NRR)
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4. Drive Growth Through Customer Success
Unlock more value from Archer for customers by:
- Identifying opportunities to scale Archer across:
- New teams
- Hiring programs
- Business units
- Using customer insight to recommend:
- New use cases
- Product capabilities
- Building stakeholder relationships that create:
- Long-term commercial opportunities
- Collaborating with:
- Product
- Marketing
- Sales (where appropriate)
5. Shape the Future of Archer
Champion customers as a voice for hackajob by:
- Partnering with Product, Engineering, and Leadership to influence Archer’s roadmap via:
- Customer insights
- Emerging hiring trends
- Workflow challenges
- Identifying opportunities to:
- Improve customer experience
- Address pain points in AI-powered hiring
- Sharing best practices across the Customer Success organization
- Ensuring customer feedback directly shapes product development
6. Operate Efficiently at Scale
Leverage technology, automation, and AI to maximize impact:
- Using AI to:
- Automate admin work
- Free up customer-facing time
- Prioritizing the portfolio effectively via:
- Customer health data
- Success signals
- Encouraging self-service adoption where beneficial
- Continuously improving Customer Success operations through:
- New technology
- AI-driven workflows
- Contributing to scalable processes that enhance team-wide success
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