Customer Success Manager

About Impress

At Impress, our mission is to make accounting hiring easier. We combine I/O Psychology with AI to create application screening processes that allow each and every candidate to undergo a structured interview. While candidates benefit from the enhanced experience, recruiters benefit from the AI-assisted evaluation launched in our Impress screening tools. Each pre-interview platform is designed to simplify the hiring process for employers and make better candidate decisions at scale. Our platform ensures recruiters can screen candidates effectively, identify top talent efficiently, and make more confident hiring decisions with less bias.

The Role

We are looking for a Customer Success Manager who will be responsible for customer adoption, retention, and satisfaction for a group of clients.

Responsibilities

• Establishing a trusted advisor relationship with enterprise clients in ensuring and maintaining overall customer health.
• Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues, and provide recommendations.
• Proactively partnering with internal teams in reviewing clients’ usage of the platform and periodically engaging clients.
• Meet/exceed quarterly renewal targets by proactively managing renewal portfolio and ensuring on-time customer retention.
• Coordinate the engagement of other Impress resources (e.g. Operations, Sales, implementation, etc.) to ensure ongoing customer success.
• Proactively identify issues/risks and escalate internally for prompt resolution.
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

Our Benefits

• Work with cutting-edge technologies like Machine Learning, AI, and NLP and learn from the experts in their fields in a fast-growing international SaaS startup. As a young business, we have a strong culture of learning and development. Join our discussions, brown bag sessions, and research-oriented sessions.
• A work environment where you are given the freedom to develop to your full potential and become a trusted member of the team.
• Opportunity to contribute to the success of a fast-growing, market-leading product.
• Work is important, and so is your personal well-being. The work culture at impress.ai is designed to ensure a healthy balance between the two.