Senior Customer Success Manager

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Senior Customer Success Manager

Full-time · New York

At Starred, our mission is to give candidates a voice in recruitment. Starred is the category-leading solution to measure and analyze Candidate Experience. Our clients are innovative companies hiring at scale all over the world, including Dropbox, Elastic, Robinhood, Twilio, Coca-Cola, Affirm, Miro, and many more. We’re looking for an A-player who's ready to be a pioneer for Starred in the US.

You'll be the owner of ongoing consultative relationships and the face of Starred throughout the entire customer journey - from pre-sales to implementation and ongoing optimization.

Only you will launch Starred’s presence in the US. You’re a pioneer and ready for the next chapter in your career.

What you'll do in this role

  • Act as a trusted advisor to clients and become an extension of the customer’s team
  • Identify upsell opportunities and work on renewing and expanding customer contracts. Conduct strategic account planning to prioritize opportunities and customer goals
  • Help shape our Customer Success playbook
  • Demonstrate empathy for customers and curiosity to understand their needs and wants
  • Learn the ins and outs of our product and be creative and inventive in finding solutions to our customer’s toughest challenges
  • Be Highly detail-oriented, results-driven, and fearlessly experimental
  • Illustrate business value by defining clear metrics and proof points for customer engagements (implementation goals, business reviews, etc)
  • Demonstrate thought leadership and be a valued internal resource across sales, marketing, product, and engineering
  • Establish and grow relationships throughout the organization - from weekly syncs with day-to-day users, to business reviews with TA leadership
  • Utilize data to provide product and strategy recommendations. Communicate critical customer concerns and use understanding of vertical or product trends to provide recommendations.
  • Get excited about different tools that’ll help make you more efficient

The most important thing you'll bring is the right character to be successful in this role

  1. Minimum of 5 years experience as Customer Success Manager, and ready for a next chapter in your career and pioneer

  2. Background in managing accounts on a SaaS platform

  3. You’re willing and able to travel to Amsterdam, The Netherlands, occasionally and commute to New York City every now and then when we’ll open our office

  4. Background in HR or Talent Acquisition is a plus

  5. You’re a fit for Starred and what we stand for. We live by our values:
  • Start with the human: No matter how advanced technology becomes, the cooperation between people should remain at the core. The personal relationships we maintain with each other and with our customers are crucial to the success of Starred.
  • Embrace & drive change: Don’t accept something because it is like it is. Break through the status quo, innovate and reinvent your job and yourself constantly. In other words: embrace change.
  • Take ownership: Take responsibility for your work, your customers, your colleagues… your mistakes. In other words: at Starred you don’t rent your job, you own your job.
  • Work smarter: Sometimes there’s an alternative to working harder: working smarter. Which tools could you deploy? Who could help you out? Which partnership could speed you up? We’re constantly looking for ways in which we can work smarter.
  • Building together: You’re not alone. Without marketing there would be no opportunities, without the engineering team there would be no product, without customer success there would be no happy customers, and without sales, there would be no new customers. We’re building Starred together.

What we offer?

  • A competitive full-time base salary based on your experience and location.
  • At Starred we believe in ownership: ownership of your job, but also financial ownership. So therefore we offer you to become part of the Starred Option Scheme
  • We offer you to work internationally and be closely connected with the HQ in Amsterdam and travel occasionally.
  • High-level training courses, but most of all lots of freedom to learn on the job
  • Health Insurance Plan
  • You can work remotely, but we want to build a team together in the office when we open it in NYC. We want to find an optimal remote/office balance.

If you recognize yourself in this profile and if this gets you excited, we want to hear from you. Tell us what you have to offer Starred, what attracts you to Customer Success, and what makes you a pioneer. In short, why would we want you to launch our presence in the US?