Senior Customer Success Account Manager - US

Customer Success Account Management Team

The Customer Success Account Manager (CSAM) at Maki is a key driver of value, impact, and long-term success for our clients. You will play a critical role in ensuring the successful adoption and measurable ROI of MakiPeople's cutting-edge AI solutions, acting as a trusted advisor and the primary point of contact for our customers.

As a CSAM at Maki, you will collaborate closely with internal teams to deliver a seamless client experience, ensuring that every interaction drives meaningful outcomes. From day one, you'll empower clients to unlock the full potential of our platform, aligning Maki's capabilities with their unique business objectives to deliver measurable value.

Taking ownership of client relationships, you'll proactively drive engagement, adoption, and success through tailored strategies, hands-on training, and actionable insights. Your ability to monitor and manage customer health will ensure our clients consistently achieve strong outcomes, such as streamlined recruitment processes, faster hiring times, and reduced turnover. By consistently delivering value, you'll secure customer trust and loyalty, paving the way for renewals and expansions.

In addition, you'll take a solution-oriented approach to resolving challenges, handling critical issues with care, and ensuring a world-class customer experience. Your work will directly contribute to transforming HR for global leaders, helping them revolutionize their recruitment processes with AI-driven innovation.

Your impact will go beyond day-to-day responsibilitiesyou'll be a key partner in shaping the future of recruitment while driving exceptional outcomes for our clients.

About the Role

Value & Impact Delivery

• Take ownership of delivering measurable value to customers by aligning Maki's AI solutions with their strategic goals.
• Work proactively to identify opportunities where Maki can create the greatest impact, whether through operational efficiencies, improved recruitment processes, or reduced turnover.
• Help customers unlock the full potential of Maki's platform, delivering outcomes such as faster hiring times, reduced costs, and enhanced talent retention.
• Track and communicate the impact of Maki's solutions through data-driven insights and success stories, ensuring customers see tangible ROI and value throughout their journey.
• Act as a champion for customer success, continuously seeking ways to optimize their experience and maximize the transformative impact of Maki's technology.

Strategic Objectives

• Manage a portfolio of customers with a focus on maximizing ROI and ensuring contract renewals.
• Serve as the primary Maki point of contact and trusted advisor throughout the customer lifecycle.
• Collaborate with internal teams to execute account strategies that deliver value to customers.
• Identify opportunities within existing accounts to expand Maki's footprint and drive additional value.
• Connect customers with relevant Maki teams, including Product, Support, Community, and Sales, as well as our partner network, to meet their needs effectively.

Customer Adoption

• Proactively monitor customer end-user adoption and engagement, developing action plans to address challenges and improve usage where necessary.
• Guide and support customers in achieving strong adoption of Maki's AI solutions, aligning platform capabilities with their key business objectives.
• Work closely with customers to ensure their business transformation goals are met using Maki's platform.
• Encourage and support engagement with Maki through community participation, case studies, and events (e.g., customer webinars, thought leadership sessions, and local user groups).
• Educate customers on Maki's product roadmap and upcoming innovations to help them plan ahead and maximize their value.
• Conduct regular check-ins with customers to review progress, share insights, and ensure ongoing success.

Expansion and Growth Focus

• Drive expansion efforts by identifying and developing opportunities for upselling and cross-selling Maki's solutions within the existing customer base.
• Strategically analyze customer usage patterns and satisfaction levels to propose additional features or products that complement and enhance the client's current setup.
• Foster a culture of growth within customer accounts by collaborating with account executives to map out long-term expansion plans that align with customer objectives and Maki's business goals.
• Measure and report on expansion success metrics, providing insights and recommendations that inform Maki's overall growth strategy and product development.

Our Ideal Candidate

• Experience in a similar role working with Enterprise accounts, within a fast-growing startup or a B2B SaaS
• Strong interest in AI and HR tech; knowledge of the HR ecosystem would be a plus
• Appetite for solving problems and an analytical mindset with the ability to interpret data and use it to make strategic decisions
• Drive and ambition: we're growing fast and expect you to grow along us
• Entrepreneurial mindset: you have a proactive attitude, enjoy freedom and autonomy and act as an owner
• Strong customer service and communication skills, with the ability to build strong relationships with customers, including top management
• Demonstrated ability to manage multiple projects and priorities in a fast-paced environment
• Advanced English (bilingual in French would be a plus).

A note on diversity @MakiPeople

Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Join Us at Maki

Our Vision

Give human resources more-than-human powers.

Our Mission

Build the conversational AI agent that liberates HR teams, advances organizations, and expands human potential.

Our Values

• Play to Win - Our ambition is limitless. We relentlessly aim for the top, pushing forward to be number one.

• Push the Boundaries - Innovation drives us. We adapt, evolve, and set new standards to redefine what's possible.

• Trust is Earned - Trust is our foundation. We hold ourselves to the highest standards of transparency, security, and responsibility.

• Embrace Intensity - Speed and precision define our approach. We execute with urgency, focus, and purpose to create immediate, tangible impact.

• Stronger Together - We succeed as one. Collaboration, shared purpose, and collective ownership are at the heart of our progress.

Recruitment Process

Step 1: A Short Experience on Maki (~20 mins)

This is the occasion for you to discover our product more in-depth and to demonstrate your fit, skills & motivation.

Step 2: A Call with Our COO (30 mins)

If we believe you may be a good match, we'll arrange a first call with Paul-Louis, one of the three co-founders, to cover the basis: your experience, your vision of the role and your interest in joining us.

Step 3: A Call with One of Your Teammates

We'll then arrange a call with a CSAM from the team.

Those structured conversations (steps 2 & 3) aim at covering skills we would have not covered in the assessment as well as your fit to our values & vision. At any point, you'll have the opportunity to ask all your questions, including the tough ones.

Step 4: A Business Case with Our Co-Founders (~60mins)

You will then be invited to our Business Case with Paul-Louis & Julien, our Chief Growth Officer.

Step 5: Informal Meetup with Your Future Team

We'd also like for you to be able to meet your future colleagues! These meetings (online or in real life if and when possible) will be a chance for you to familiarize yourself with the team, our way of working, and again, to ask any questions you may have!

Step 6: Your Offer

If we have a match, we will send you an offer.

Step 7: Your Onboarding ?

• We will help you through the contract details and make sure you