Customer Success Manager

Crunchr is the People analytics platform for forward-thinking HR teams. Our team has been built with the same attention and care as our product, and we value motivated and impact-driven team players. For more information about us, you can visit the Crunchr career page.

Some context about the role

In this role, you will be part of Crunchr’s Customer Success team, and help HR teams lead business conversations with confidence through our product and solutions. The Customer Success Manager is our customers’ partner, providing comprehensive support, guidance, insight and thought leadership across the whole customer journey with Crunchr. You will play a fundamental role in the success of Crunchr for customers. Based on the maturity of the customer organization, you will formulate an implementation strategy, set adoption and engagement goals, and support our customers with content insights to unlock the full potential of Crunchr.

The total CS team consists of 10 team members working as Customer Success Managers, Data Implementation Specialists and Customer Support Specialists across the Netherlands (Amsterdam) and US (Boston). You will be based in Boston, and report directly to the Head of CS (based in Boston). You will work on accounts in a team together with a Data Implementation Specialist who is responsible for the (technical) data processing. You will also work closely with our Product, Sales and Marketing departments, acting as the voice of the customer when looking at product improvements and feature implementations.

Some of your responsibilities will be:

• Act as the primary point of contact and partner for your 10 - 15 Enterprise customers, guiding them from the initial implementation phase to smooth daily operations - to make sure they get the optimal value from Crunchr.
• Understand customers’ needs and desired outcomes, leveraging your content/platform knowledge to help them build success plans and organize review meetings to keep track of progress.
• Drive activities that align with the planned objectives. This may involve initiatives around enhancing data quality, conducting training, contributing to broader HR projects and crafting success stories in collaboration with HR leadership.
• Handle technical and (people analytics) content queries. We consider this role as an extension to our product, so you will need to become an expert in our platform to be able to support our customers independently. For more complex queries you will be supported by our Product & Tech teams.
• Manage your portfolio of customer projects, coordinating seamlessly with team members to meet project deadlines and deliverables.
• Collaborate with our Marketing department to create customer success stories and with our Sales team to continuously evolve our customer proposition. Additionally, consult with our Product and Engineering team, facilitating co-innovation through our customers’ use cases.

We want happy customers who are the biggest Crunchr ambassadors! You will therefore be evaluated on critical measures around customer retention, customer satisfaction, adoption and quality of success stories.

What we expect from you

MUSTS

• A university degree.
• At least 5 years of relevant working experience (ideally customer-facing, HR-related and/or consulting roles).
• Expertise in HR and/or People Analytics and a solid understanding of how HR departments and processes work.
• A blend between exceptional communication and relationship building skills at all levels, and strong analytical and data interpretation skills.
• Bias for action: proactive self-starter with the ability to work in a dynamic and fast-paced environment.
• You are a great fit with our core values.
• You want to work out of our Boston office at least 2 days per week.

NICE TO HAVES

• Experience in the SaaS industry.
• Experience in change management.
• Experience in working with deep-analytical tools.
• Experience with Crunchr.

What you can expect from us

• A role in which you can have great impact, you'll be part of a scale-up that is building something big!
• A well-connected office in Boston.
• Competitive salary, bonus, stock option plan and secondary conditions like: medical and pension benefits.
• A team of caring and collaborative self-starters with strong expertise and even stronger drive to enable people insights for the organizations we work with.

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