Findem

Customer Success Manager

• Serve as the primary CSM for a defined portfolio of Findem's enterprise customers
• Build and own success plans tied to each customer's stated business objectives; review and update them on a defined cadence
• Support executive-level business reviews (QBR/EBR) with talent and HR leadership, grounded in adoption and impact data
• Partner with Account Management to own the renewal path and identify expansion opportunities
• Drive measurable adoption of Findem's platform, agents, and services across each account's recruiting teams
• Run enablement sessions, including new user kickoffs, sourcing jams, search coaching, and campaign workshops
• Deliver regular reporting on product adoption, support ticket trends, and areas of opportunity
• Translate platform usage into business impact recognized by customer leadership
• Monitor Customer Health and usage signals to detect at-risk relationships early
• Own and execute risk and recovery plans, coordinating internal resources and escalations
• Maintain accurate account health, activity, and renewal-risk data in Planhat
• Flag champion departures, organizational changes, and ATS or tech-stack changes as leading risk indicators
• Act as the voice of the customer to Product and synthesize feedback into prioritized roadmap input
• Partner with Implementation on transitions from go-live into adoption
• Work with Support on escalation resolution
• Contribute to CS team development
• Support Account Management in expansion and multi-product conversations
• Develop referenceable customers and advocates for Marketing and Sales

Senior Customer Success Manager