Customer Success Associate / Manager - New Business Vertical

Customer Success Associate / Manager - New Business Vertical About Us At Springworks, we're on a mission to revolutionize the world of People Operations. With our innovative tools and products, we've already empowered over 500,000+ employees across 15,000+ organizations and 60+ countries. Our product stack under SpringVerify includes: :SpringVerify: B2B background verification platform across 100+ checks Hire: AI interviews, Proctoring, Assessments Engage: employee recognition and engagement platform. New vertical code named Patronus from the Harry Potter World About the Role We are looking for a customer-focused, proactive, and high-ownership Customer Success professional to help build and scale the customer success function for a new business vertical. This is not a traditional Customer Success role where the processes, playbooks, and customer journeys are already established. Own customer retention and identify expansion, cross-sell and upsell opportunities across the portfolio, working closely with Sales to convert qualified opportunities to increase value, and help us build the systems and processes required to create a scalable Customer Success function. As one of the early members of this vertical, you'll have significant ownership and influence over how we define the customer experience and what "great Customer Success" looks like for this business. Key Responsibilities Customer Onboarding & Implementation Own the customer onboarding journey from handover through successful implementation and the life time journey. Understand customer goals, requirements, and use cases. Ensure customers are able to adopt the product/service effectively and realise value quickly. Coordinate with internal teams to resolve onboarding and implementation requirements. Create and improve onboarding processes, documentation, and playbooks. Customer Relationship Management Build strong, trusted relationships with customers and key stakeholders. Act as the primary point of contact for customers throughout their journey. Conduct regular customer check‑ins, reviews, and business conversations. Understand customer challenges, feedback, and evolving requirements. Proactively identify potential issues before they become problems. Adoption, Retention & Growth Drive product/service adoption and engagement across the customer base. Monitor customer health and identify accounts that may require additional attention. Partner with Sales to identify and convert expansion opportunities. Track customer outcomes and demonstrate the value delivered. Building the Customer Success Function Help define the Customer Success journey for this new business vertical. Build the first version of our CS operating model, including customer segmentation, onboarding journeys, health scoring, engagement cadences, renewal processes and escalation frameworks. Build playbooks for onboarding, adoption, renewals, escalation, and expansion. Establish dashboards and reporting mechanisms to track customer success metrics. Continuously experiment with different approaches and identify what works. Document learnings and help create a scalable CS framework as the business grows. Cross‑functional Collaboration Work closely with Sales to ensure a smooth transition from prospect to customer. Partner with Product and Operations teams to communicate customer feedback and requirements. Collaborate with Support teams to ensure timely resolution of customer issues. Share customer insights with leadership to influence business and product decisions. Represent the voice of the customer internally. Data & Reporting Maintain accurate customer records and activity in the CRM/customer success platform. Track key metrics such as onboarding completion, adoption, engagement, retention, churn, and expansion. Prepare regular updates on customer health and business performance. Use CRM and customer data to identify adoption gaps, churn risks, engagement trends and expansion opportunities. Why This Role Is Exciting Build From ScratchThis is a brand‑new business vertical, which means there isn't a fixed Customer Success playbook waiting for you. You'll have the opportunity to experiment, learn from customers, build processes, and figure out what works. Shape the Customer Experience Your interactions with customers will directly influence how we build the business. You'll help us answer questions like: Who are our ideal customers? What does a successful customer journey look like? What drives adoption and retention? Which processes should we automate or standardise? What should our Customer Success model look like as we scale? High Ownership You'll have direct visibility into customer feedback, challenges, and opportunities. Your learnings won't simply sit inside a CRM — they'll help shape the product, processes, positioning, and overall direction of the new vertical. Grow With the Business As the vertical grows, there will be opportunities to take on greater responsibility, build the Customer Success team, establish the function, and potentially grow into a Customer Success Lead / Manager or leadership role. What We’re Looking For 2–6 years of experience in Customer Success, Account Management, Client Servicing, Relationship Management, or a similar customer‑facing role. Strong communication and relationship‑building skills. Ability to understand customer requirements and translate them into actionable solutions. Strong ownership and ability to independently manage a portfolio of customers. Comfortable working in an ambiguous, fast‑changing environment. Strong problem‑solving and analytical skills. Ability to collaborate effectively with Sales, Product, Operations, and Support teams. Experience working with CRM or customer success tools. Commercial understanding and an ability to identify expansion opportunities. A customer‑first mindset with strong attention to detail. You’ll Be a Great Fit If You… Enjoy building things from scratch rather than following an established playbook. Are comfortable with ambiguity and figuring things out independently. Naturally take ownership of customer problems. Enjoy speaking with customers and understanding their business. Can balance customer empathy with commercial thinking. Learn quickly from feedback and are willing to experiment. Want your work to have a direct impact on a new business line. Are excited about the possibility of growing into a leadership role as the vertical scales. Key Success Metrics Customer onboarding and time‑to‑value Product/service adoption and engagement Customer retention and renewal rates Customer satisfaction and feedback Customer health Expansion and cross‑sell opportunities Reduction in customer churn Customer response and resolution times Development and adoption of scalable CS processes Why This Is Different If you're looking for a Customer Success role where the playbook is already written, the processes are established, and your job is simply to execute, this may not be the right opportunity. But if you're excited by the idea of building a Customer Success function from the ground up, speaking directly with customers, experimenting with different approaches, influencing how the business operates, and growing alongside a new vertical, this is an opportunity to have a much bigger impact than a typical CS role. What does the first 6 months look like? Understand the customer journey and existing customer base Identify major friction points and churn risks Establish basic customer health metrics Create the first onboarding and engagement playbooks Build a regular customer feedback loop with Product and Operations Benefits Health scheme that covers physical, mental, and social well-being. 30 annual paid leave days to relax and recharge. Company outings and celebrations. Freedom and flexibility through asynchronous communication. Opportunity to work closely with leadership and shape a new business vertical. #J-18808-Ljbffr Springworks