Customer Success Manager - SMB

About Humanly

Humanly builds AI-native hiring software that turns recruiting from a reactive scramble into a predictable system. Built for hourly, frontline, and high-volume hiring, we don't just give teams tools - we deliver pre-vetted, ready-to-hire candidates on demand. Our AI conducts over 9,000 interviews a day for hundreds of customers, including Microsoft, Domino's, MGM Resorts, and Massage Envy.

We recently closed a $25M Series B, and we're using it to accelerate what's already working: expanding the platform, growing the team, and deepening our reach with the companies who rely on us. Headquartered in Bellevue, WA with a team that spans the globe, we're at the stage where the foundation is built, the momentum is real, and the ceiling is wherever we decide to put it.

We call ourselves Human Beans. We take ownership, move fast, and care about doing the right thing - for our customers, for candidates, and for each other. AI is core to what we build, and we're intentionally building a workplace where it's embedded in how we work too. We know the future is changing, and we're changing with it. If that's the kind of place where you do your best work, we'd love to meet you.
The Role

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 customers-building 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.

Why are we excited about this role?

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.

What You'll Do
Customer Relationship Management

• 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.

Adoption & Customer Outcomes

• 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.

Strategic Consulting

• 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.

Retention & Growth

• 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.

What You'll Bring
1-3 years of customer-facing experience (or equivalent)

• Experience in a role where you supported customers or stakeholders and drove outcomes-Customer 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 great-but 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 engagement-not 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.

Even Better

• 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.
What We Offer

• 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!