Customer Success Manager

Rival is the intelligent Talent Acquisition engine powering stable agility for HR teams. Our suite of recruiting, onboarding, learning, and performance products is architected for agility, optimized with automation, and designed to scale and adapt to your evolving needs.

Our team is seeking a Customer Success Manager (CSM) to serve as the trusted advisor for building customer relationships and delivering outcomes and value which exceed expectations and result in a higher rate of Rival software adoption and increased customer lifetime value. The CSM partners with the sales team to drive customer retention.

We offer a competitive salary range of $85,000 to $95,000 annually, in accordance with experience and qualifications, with bonus and commission opportunities. In addition to salary, we provide a comprehensive benefits package including health, life and disability benefits, wellness programs, 401(k) plan with company match, flexible PTO and many other perks. A full benefits overview is available upon request. Rival complies with all applicable labor laws and promotes pay equity across our organization.

Your contributions to Rival will include:

• Interacting regularly with customers to understand business objectives and use cases, and assisting them in building a plan for success that maximizes the value of Rival’s products.
• Delivering an exceptional customer experience, maturing customer relationships to loyalty and advocacy levels, garnering long-term renewals, success stories, references and referrals.
• Partnering with Sales and internal teams to ensure customer satisfaction and defining creative growth strategies, including developing new business, identifying opportunities within existing portfolio, and ensuring successful execution of all deliverables.
• Proactively anticipating customer needs and working with product and services teams to identify new features or product offerings to increase value to customer.
• Tracking customer project milestones to measure progress and promoting successful adoption of Rival products to drive maximum value throughout lifetime of subscription term.
• Monitoring customer feedback; proactively identifying customer risk and implementing mitigation strategies to ensure positive business outcomes.
• Establishing creditability and influence with customer executives through virtual and onsite engagements.
• Becoming adept at communicating the value of Rival’s solutions as a functional expert.
• Leveraging Customer Success tools to monitor analytics for predictive churn indicators, usage variation, HR system landscape changes, and health score impacts.
• Following up on customer renewals and partnering with internal teams to drive retention strategies and ensuring timely renewal orders and payments.
• Utilizing Rival customer community and social networks to promote customer-to-customer interactions, socialization of new Rival offerings, and enhancement of customer lead referral channels.

Representative of the main duties; other duties may be assigned/altered based on business needs.

Required Skills

• Excellent interpersonal skills with ability to build effective working relationships.
• Superb communication skills, with expertise in developing and delivering impactful presentations that align with the audience’s needs and organizational goals.
• Capable of successfully leading and coordinating cross-functional and technical team efforts.
• Ability to work through ambiguous situations to understand, define, and meet customer needs.
• Demonstrated ability to learn and articulate the technical basics of SaaS environments (system integrations, performance monitoring, data security, etc.) and Rival’s suite of products.
• Ability to work successfully in a virtual team environment.
• Strong PowerPoint skills with proficiency in other MS Office applications, including Word and Excel.

Required Experience

• Bachelor’s degree or equivalent work experience is required.
• Minimum of 3 years’ experience in a Customer Success, Account Management, Human Resources or HR technology role is required. 
• Minimum of 1 year of experience in contract negotiations.
• Experience with CRM and customer success systems (e.g., Salesforce, Gainsight) is strongly preferred.
• Software-as-a-Service (SaaS) experience is strongly preferred.
• Understanding of HR / Talent Acquisition / Talent Management metrics is preferred.