Customer Success Manager - SMB

Customer Success Manager

We're looking for a Customer Success Manager to help our SMB customers get value quickly from Humanly.

This role sits within our Customer Success team and owns a portfolio of SMB accounts. You'll be a trusted partner to customersbuilding relationships, helping them adopt the product, and making sure they see measurable outcomes.

This is a great fit for someone earlier in their Customer Success career, or someone transitioning from recruiting/TA/HR into Customer Success. Prior recruiting experience is helpful, but not required; we'll train you on the recruiting concepts you need to be successful.

You'll work closely with our Product, Support, Implementation, and Growth teams while serving as the primary advocate for your customers. As Humanly continues to scale, you'll have the opportunity to help shape our customer success processes, playbooks, and customer engagement best practices.

Humanly is entering a new phase of growth, serving increasingly sophisticated recruiting organizations with complex hiring needs. Our customers expect more than software, they expect expertise, guidance, and partnership.

This role sits at the center of that mission.

The right person will help recruiting teams modernize how they hire, leverage AI responsibly, and achieve measurable recruiting outcomes. You'll directly influence customer retention, adoption, expansion, and product feedback while building trusted relationships with some of the most innovative talent acquisition teams in the market.

Own a portfolio of SMB customer accounts and serve as their primary contact.

Build trusted relationships with recruiters, recruiting leaders, operations teams, and executive stakeholders.

Lead regular customer meetings, business reviews, and strategic planning discussions.

Advocate for customer needs internally across Product, Support, Engineering, and Revenue teams.

Drive adoption and utilization of Humanly's products across customer organizations.

Help customers establish success metrics and achieve measurable business outcomes.

Monitor customer health and proactively identify risks, opportunities, and engagement trends.

Deliver training, enablement, and change management support to ensure long-term customer success.

Understand customer hiring workflows, recruiting challenges, and business objectives.

Analyze customer usage data and hiring performance metrics to identify optimization opportunities.

Prepare and deliver Quarterly Business Reviews (QBRs) and executive presentations.

Share recruiting best practices and industry insights that help customers improve hiring outcomes.

Own customer retention and renewal outcomes for your portfolio.

Identify cross-sell expansion opportunities and partner with our Growth team when appropriate.

Strengthen executive relationships that support long-term customer partnerships.

Gather and communicate customer feedback to influence product direction and roadmap discussions.

13 years of customer-facing experience (or equivalent)

Experience in a role where you supported customers or stakeholders and drove outcomesCustomer Success, Recruiting/Talent Acquisition, Staffing, Sales/Account Management, Implementation, Support, HR/People Ops, or a similar customer-facing function.

Interest in recruiting or HR technology (nice to have)

Familiarity with recruiting workflows, hiring processes, or candidate experience is greatbut not required. If you're a former recruiter or TA practitioner looking to change careers, we'd love to hear from you.

Customer relationship skills

You can manage multiple priorities and customer conversations, communicate clearly with a range of stakeholders, and keep customers moving forward with clear next steps (we'll help you build deeper CS strategy over time).

Strong communication and presentation skills

You are comfortable leading executive conversations, facilitating business reviews, presenting data-driven insights, and influencing stakeholders.

Analytical mindset

You can interpret customer data, identify trends, and translate metrics into actionable recommendations for customers.

AI fluency in your own work

You're already leveraging AI tools to improve productivity, communication, research, analysis, and customer engagementnot just curious about AI, but actively using it.

Builder's mentality

You thrive in growing organizations and enjoy helping create processes, playbooks, and best practices. You see opportunities for improvement and take ownership of making things better.

Customer-first mindset

You genuinely enjoy helping customers succeed and balancing customer needs with business objectives.

Coachability and curiosity

You ask great questions, take feedback well, and enjoy learning new tools, products, and industry concepts.

Experience working at an ATS, recruiting technology, HR technology, or staffing company.

Experience as a recruiter, recruiting manager, recruiting operations leader, or talent acquisition leader.

Experience managing SaaS renewals, customer health programs, or expansion opportunities.

Familiarity with CRM systems, customer success platforms, and business intelligence tools.

Experience supporting mid-market and enterprise customers.

Ideal Backgrounds: Recruiter/TA, Staffing, Customer Support, Implementation/Onboarding, Account Coordinator, Junior CSM, HR/People Ops, HR Tech Customer Success.

Collaborate with a diverse and passionate team dedicated to transforming the hiring landscape

Competitive compensation + equity

Company sponsored medical, dental, and vision plans for employees

Learning & development stipend

Wellness stipend

401(k) program

12 weeks fully paid parental leave

Flexible PTO

Recognition programs and prizes

Company retreats and team building events!