Enterprise Customer Success Manager

About Grayscale:

Grayscale's AI-powered engagement platform automates and streamlines high-volume hiring and onboarding, helping brands like Hershey's, QuikTrip, and Chewy accelerate hiring, drive efficiency, and orchestrate world-class experiences for their candidates, managers, and recruiters. Our mission is to empower one billion unsung heroes who grind every day, creating a world where talent teams can focus on people—not paperwork—and where conversations replace complexity.

About the Role:

Grayscale is looking for an Enterprise Customer Success Manager to join our Customer Experience team. As an Enterprise Customer Success Manager, you will be responsible for building and maintaining strong relationships with our Enterprise clients, ensuring their success and satisfaction with our platform. You will serve as the primary point of contact for clients, helping them maximize the value of our product and achieve their business objectives. You will partner with customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention. You will partner closely with senior Talent and HR leaders and recruiters, serving as a product expert, strategic consultant, and candidate/employee experience champion. This role reports to the VP of Customer Success. Ideal candidates have prior experience managing strategic customer relationships across multiple stakeholders and business units, identifying and driving meaningful business outcomes for customers, and identifying opportunities for expansion with Grayscale.  

• Manage a portfolio of Enterprise Accounts, serving as the face of Grayscale for these valued customer relationships.
• Run Business Reviews for our higher tier customers to help drive value for our customers; strategically use data and insights to surface opportunities and make actionable recommendations that inform the growth and long-term success of the partnership.
• Proactively engage with clients to identify and surface opportunities for optimization, expansion, and upsell opportunities.
• Monitor customer usage and adoption of our platform, identifying potential areas for improvement and offering proactive recommendations.
• Become a product expert in the Grayscale platform with the ability to advise on specific use cases given the customer's pain points.
• Act as a trusted advisor to customers, offering strategic guidance and best practices to help Talent Acquisition / HR leaders and recruiters achieve their desired outcomes.
• Leverage technology tools and automation to deliver personalized, targeted communications and resources to empower and educate customers at scale.
• Onboard new customers, and provide ongoing training and support to customers, helping them leverage our platform's features and functionalities effectively.
• Track and report on key metrics related to customer health, satisfaction, and retention.
• Provide feedback and partner with the Product team to ensure successful adoption with our product and to incorporate the customer voice as we continually evolve our product roadmap.
• Collaborate closely with all internal teams, including sales, marketing, product development, and support, to ensure a seamless customer experience.

• 3+ years of experience in customer success in SaaS; experience in recruiting and/or human resources technology strongly preferred
• True empathy for our customers (corporate recruiters) and their customers (candidates).
• Deep understanding of different customer personas and goals within their role (recruiters, recruiting coordinators, talent managers, HRIS specialists, HR professionals, and customer onboarding teams).
• Strong interpersonal, relationship-building and listening skills, and a proven track record of success driving customer adoption and retention.
• You don't need to have all the answers, but we'll need you to learn quickly and think creatively. 
• Feedback isn't encouraged, it is expected Your expertise is valuable and critical to our customers' and Grayscale's success 
• Excitement for proactively tackling and building processes around new challenges: you enjoy problem-solving, have a keen attention to detail, and are motivated to drive ongoing team improvement.
• Organized, process-driven and motivated to help others hit their goals.
• Experience with Salesforce, Intercom, and/or Slack is a major plus; Experience with ChurnZero preferred.

• Capital-Efficient Growth: Grayscale is a capital-efficient business with a clear line of sight to becoming cash flow positive. We're growing in a fast-paced, healthy, and sustainable manner, supported by a board and investors who believe in our vision and approach. Our lean and agile structure allows us to make impactful decisions quickly, driving the business forward without unnecessary bureaucracy.
• Balanced and Supportive Environment: We value family, balance, and personal growth. At Grayscale, you'll find a culture that supports your professional development while also respecting your time and commitments outside of work. We believe that when our team members thrive personally, they bring their best selves to work.
• Impactful Work with Leading Brands: Join a team that is revolutionizing the frontline experience for some of the world's most recognized brands like QuikTrip, Acuity, and Chewy. Your work will directly impact how these companies engage with their frontline teams, creating more meaningful and effective interactions.

Still interested? Drop us a line and say hello.

Every voice, every perspective matters. That's why Grayscale is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ethnicity, religion, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, or veteran status.