Senior Manager, Digital Customer Success

Sr. Manager, Digital Customer Success

Employ empowers organizations of all sizes to overcome their greatest recruiting and talent acquisition challenges. Offering a combination of purpose-built intelligent software technologies, services, and industry expertise, Employ provides businesses of all sizes with powerful solutions for recruiting a diverse workforce. Through its JazzHR, Lever, and Jobvite technologies, and NXTThing RPO services, Employ serves more than 21,000 customers across all industries. For more information, visit www.employinc.com.

As the Sr. Manager, Digital Customer Success, you will be responsible for contributing to the overall customer success strategy and execution with a focus on designing and implementing a successful digital customer experience strategy. You will oversee the Jobvite and Lever digital customer success team and drive initiatives to ensure the success and satisfaction of our clients in their digital interactions with our services.

This role requires a seasoned leader with a strategic mindset, experience in designing and executing digital CX strategies at scale, exceptional communication skills, and a passion for delivering value to customers.

What You’ll Be Doing:

Strategic Leadership:

• Leading the development and execution of the digital customer experience strategy.
• Overseeing and managing the digital customer success team, providing guidance, support, and development opportunities.
• Collaborating with cross-functional teams to ensure a seamless digital customer journey.
• Identifying and implementing best practices for digital customer success.
• Monitoring and analyzing digital customer success metrics to drive continuous improvement.
• Ensuring the digital CX strategy aligns with overall company goals and customer needs.
• Acting as a voice of the customer to drive improvements in the digital customer experience.
• Managing key customer relationships and acting as a trusted advisor in their digital transformation journey.
• Developing and delivering training programs to enhance digital customer success skills within the team.
• Keeping abreast of industry trends and innovations in digital CX.

Operational Excellence:

• Establish and monitor key performance metrics and KPIs to track the effectiveness of customer success initiatives and ensure continuous improvement.
• Implement scalable processes, tools, and best practices to optimize operations, enhance efficiency, and improve the overall customer experience.
• Utilize data-driven insights and analytics to inform decision-making, drive strategic initiatives, and identify areas for optimization and growth.

What You’ll Bring:

• Bachelor’s degree in a relevant field; advanced degree preferred.
• 10+ years of experience in customer success, account management, or a similar client-facing role, with at least 5 years in a leadership capacity with a digital practice.
• Demonstrated track record of successfully leading and scaling customer success organizations in high-growth environments.
• Deep understanding of digital customer success metrics and KPIs.
• Demonstrated ability to design and execute effective digital CX strategies.
• Strong leadership skills with the ability to inspire and develop a high-performing team.
• Strong strategic thinking, problem-solving, and decision-making abilities, with a focus on driving results and delivering value to customers.
• Exceptional communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels of the organization.
• Proficiency in CRM software (e.g., Gainsight, Salesforce) and customer success platforms; familiarity with data analytics and reporting tools is a must.

Employ is an Equal Opportunity employer.
Employ is an EVerify employer.