Job OverviewAre you an experienced Customer Success professional ready to make a measurable impact in the HR tech space? Join iCIMS as a Customer Success Manager, where you’ll work directly with our customers to optimize their talent acquisition outcomes using the iCIMS Talent Cloud. You'll own strategic customer relationships, drive retention, and help elevate hiring success using best-in-class tools like Gainsight and a data-driven, consultative approach.
This role is ideal for candidates with a proven track record in Customer Success within a SaaS organization (3-5+ years), especially those who have supported or worked within HR technology or Talent Acquisition platforms.
About UsWhen you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
Responsibilities- Serve as the trusted advisor for a portfolio of customers, aligning their talent acquisition goals with the capabilities of the iCIMS Talent Cloud.
- Own the post-sales relationship, driving customer satisfaction, adoption, and renewals by building and executing mutual success plans.
- Leverage Gainsight, analytics tools, and adoption metrics to monitor customer health, identify risks, and create strategic insights that support long-term success.
- Lead strategic business reviews, delivering impactful insights and KPIs that show value and return on investment.
- Build and strengthen relationships with customer stakeholders, including executive decision-makers and functional users.
- Collaborate cross-functionally with Account Management, Product, Support, and Professional Services to resolve customer challenges and deliver exceptional experiences.
- Be a proactive advocate for your customers, ensuring their voices are heard in support and product feedback loops.
Qualifications- 3–5+ years of experience in a Customer Success role within a SaaS organization, with demonstrated ownership of customer relationships, adoption, and renewals.
- Bonus: Experience working with or supporting HR technology platforms or Talent Acquisition teams.
- Proven ability to use data and analytics to drive customer engagement, influence decision-making, and build outcome-based success plans.
- Strong executive presence with experience managing relationships at multiple levels, including C-suite stakeholders.
- Excellent communication and problem-solving skills, with a natural ability to influence and prioritize customer needs across internal teams.
EEO StatementiCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at careers@icims.com.
Compensation and BenefitsCompensation will be based upon experience.
Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits
