Customer Success Specialist

Job Overview

As a Customer Success Specialist on the Commercial team, you will take the lead in engaging with customers through consultative dialogues, conducting business reviews, analyzing vital performance metrics, and driving our clients' ongoing success. You will become a trusted advisor in the Talent Acquisition (TA) field, equipped with leading tools such as Gainsight to guide customers on best practices and collaboratively update success plans. Additionally, you will provide insightful forecast reporting to support customer needs. With the collaboration of internal teams, your role will ensure exceptional experiences that translate to high renewal rates for our clients.

About Us

At iCIMS, we empower global organizations to thrive through talent acquisition. Our clients achieve remarkable feats—designing rocket ships, creating vaccines, and delivering goods worldwide with dedication and joy. As the Talent Cloud company, we are passionate about helping businesses build diverse and winning teams. We recognize the importance of fostering an innovative and inclusive culture where everyone feels they belong.

Responsibilities

• Complete company training programs to gain a strong understanding of iCIMS Talent Cloud products and the TA industry.

• Collaborate with cross-functional teams, including account management and professional services, to grasp customer business goals, challenges, and overall hiring strategy.

• Utilize Gainsight and analytics platforms to monitor customer adoption and account health metrics that drive insights.

• Work with the Account Manager to contribute to business review processes by providing necessary account insights.

• Enhance the overall customer journey by ensuring customer satisfaction, addressing questions, and offering best practices.

• Support customers in understanding the iCIMS support model and available training resources for their empowerment.

• Prioritize customer projects effectively while keeping all relevant internal partners informed to meet service level agreements.

Qualifications

• 1-2 years of experience in a customer-facing role for a solutions-based organization, with responsibilities in customer support, renewals, or training, or in a talent acquisition/human resources capacity.

• A genuine passion for helping customers overcome business challenges using advanced technology solutions.

• Proficiency in using data and analytics to formulate actionable insights for customer strategic planning.

• Experience building relationships with diverse customer personas to align business strategies with technological solutions.

• Strong ability to manage competing customer requests while collaborating with key internal stakeholders to ensure success.

EEO Statement

At iCIMS, we celebrate diversity and are committed to cultivating an inclusive environment for all employees. We believe that everyone, regardless of their backgrounds, perspectives, or abilities, can find a home here.

We are proud to be an equal opportunity and affirmative action employer. Discrimination or harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other legally protected characteristics is strictly prohibited. For a copy of the company's affirmative action plan or policy statement, or to request an accommodation due to a disability, please contact our human resources team.

Compensation and Benefits

We are accepting applications for this position continuously until it is filled. Applications will be reviewed as submitted, and qualified candidates may be contacted during the posting period.

The anticipated salary range for this position is $55,000–$57,000, with potential for quarterly commissions. Final compensation will be determined based on experience, skills, education, internal equity, and market data, adhering to our commitment to equitable pay.

We offer competitive health and wellness benefits, including medical, dental, vision, 401(k), dependent care, short-term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, flexible vacation policy, sick days, paid holidays, quiet hours each day, and tuition reimbursement. Benefits may vary by location, role, and tenure.