Senior Customer Success Manager

Hallo offers AI agents for global hiring that evaluate candidates’ soft skills, hard skills, and language proficiency in over 60 languages through 200+ AI-powered interviews, along with additional assessments such as simulations, role-plays, and cognitive tests. We’re on a mission to help organizations hire smarter, faster, and at scale through AI. Learn more at Job Description As a Senior Customer Success Manager (CSM), you will serve as a trusted partner for Hallo’s enterprise and high-value clients, guiding them through the entire customer journey. This role is focused on successful onboarding, ongoing engagement, continuous feedback, and creating a pleasant, long-term customer experience. The Senior CSM ensures clients achieve measurable outcomes and long-term success by driving adoption, retention, and expansion opportunities. Acting as the voice of the customer, you will collaborate closely with Sales, Product, and Support to ensure every client realizes the full value of Hallo’s platform. Company Culture At Hallo, our culture is shaped by six core values: Speed: We move fast, stay agile, and focus on execution. Trust: We collaborate on a foundation of trust, grounded in skill and integrity. Ownership: We take initiative, act with accountability, and deliver results. Kindness: We treat others with empathy, respect, and friendliness. Excellence: We strive for the highest standards and continuous improvement. Dream Big: We embrace bold ideas and push boundaries to shape the future. Together, these values spell STOKED, capturing the energy, ambition, and excitement that define how we work. Responsibilities Onboarding & Activation Lead new client onboarding, ensuring smooth setup and implementation. Train and guide clients to adopt Hallo’s assessments and tools effectively. Develop tailored success plans aligned with client goals and milestones. Ongoing Engagement & Feedback Maintain proactive communication with clients to provide support and capture feedback. Conduct regular check-ins and business reviews to demonstrate value and ROI. Share customer insights with internal teams to improve products, processes, and experience. Relationship Building & Experience Build and nurture long‑term relationships with executive sponsors and key stakeholders. Serve as a trusted advisor and primary point of contact for strategic accounts. Foster a customer‑first culture by delivering a seamless and positive client experience. Adoption, Retention & Growth Drive deeper adoption of Hallo products and services across client organizations. Monitor account health, identify risks early, and implement retention strategies. Collaborate with Account Managers to support upsell and cross‑sell opportunities. Strategic Partnership Advocate for customer needs within Hallo, shaping product roadmap and priorities. Provide structured feedback to Product, Engineering, and Support teams. Help refine Customer Success playbooks, tools, and best practices. Mentor and support junior CSMs and associates, fostering professional growth. Lead by example in building a kind, trust‑based, and high‑performance team culture. You’ll thrive in this role if you Have 4+ years of experience in Customer Success, Account Management, or a related client‑facing role, preferably with a technical SaaS or enterprise platform. Bring 4+ years of experience managing strategic relationships with large, global enterprises (ideally Global 1000). Are fluent in English and at least one other language, enabling you to partner with customers and product teams, showcase product value, and collaborate effectively with global teams. Have a proven track record of driving adoption programs and serving as a trusted advisor across both regional and global customer organizations. Possess outstanding presentation and communication skills, especially when engaging with executives and decision‑makers. Can proactively identify pain points in both customer operations and product experiences, and translate them into actionable solutions. Demonstrate high horsepower: strong problem‑solving skills, adaptability to frequent context switching, and the ability to prioritize effectively while managing multiple initiatives. Have a humble, collaborative attitude, a willingness to learn, and a passion for making customers and teammates succeed. Hallo takes into account a variety of factors when extending an offer, including the scope and responsibilities of the role, a candidate’s experience, education and training, key skills, internal equity, and market considerations such as location and business needs. As part of our total rewards package, we provide comprehensive benefits, including health coverage, generous paid time off (PTO), a parental leave program, the flexibility to work from home two days per week, and fully remote options during the summer and winter months. #J-18808-Ljbffr