Customer Success Manager

*Perks & Benefits:*

• Competitive Salary and annual remuneration reviews.
• Health & wellness benefits to support your physical and mental well-being.
• Remote work model with co-working options available.
• Supportive team – Fun, caring colleagues with regular team-building activities and social events.
• Career experiences – Lateral, vertical, and rotational opportunities for development.
• Generous leave – Including birthday leave, a Joy day every quarter, and extra time off over Christmas.
• Paid parental leave – Generous leave, plus continued super contributions while you're off.
• A happy, respectful and energetic work environment where 95% of employees recommend working at JobAdder (check out our Glassdoor reviews)

The Role:

Strategic Customer Management

• Own a portfolio of Mid-Market and Enterprise accounts with a focus on long-term partnership and value delivery
• Support the creation and execution of Joint Success Plans that align customer goals with JobAdder's capabilities and roadmap
• Participate in regular strategic touchpoints - including Executive Business Reviews, renewal planning, and stakeholder check-ins

Retention & Growth

• Serve as a primary point of contact for your customers throughout the post-onboarding lifecycle
• Drive retention by anticipating risks, addressing gaps, and delivering proactive solutions based on customer health signals
• Identify, qualify, and support upsell and expansion opportunities in partnership with Sales
• Support renewal negotiations and commercial conversations with a focus on value realisation and account growth

Product Enablement & Advocacy

• Act as a trusted advisor on JobAdder's platform - guiding customers through feature adoption, best practices, and workflow optimization
• Advocate for customers internally - translating feedback into actionable insights and solutions for Product, Support, and Enablement teams
• Build and deliver tailored enablement sessions to drive usage of high-impact features and unlock new value

Team Contribution & Influence

• Identify business challenges and gaps, and contribute to impactful solutions, driving customer retention and growth (e.g. group account programs, strategic account frameworks)
• Contribute to improving the customer experience and enhancing team efficiency (e.g., playbook refinement, health score development, enablement initiatives)
• Support the evolution of our Success strategy - informing how we define success, segment our portfolio, and scale impact

Operational Excellence

• Maintain accurate, up-to-date records of customer activity, health, and forecast in CS and CRM systems
• Use data to prioritize your efforts, personalize your approach, and demonstrate ROI to internal and external stakeholders
• Collaborate with Sales, Support, Product, and Marketing to deliver a seamless, value-led customer experience

You:Product Knowledge or Industry Experience Required:

• Customer Journey Framework
• Customer success and/or sales within B2B SaaS
• HRIS/CRM industry is a bonus

Key Skills/Experience Required

• Experience in relationship building with a Customer Success focus
• Exceptional communication skills with customers, team and internal stakeholders
• Organisational and time management skills with strong attention to detail
• Problem-solving, dispute resolution and decision-making ability for customer queries and escalations
• Strategic and creative thinking for developing CSM function and playbooks
• Critical thinking and analytical skills for analysing customer data and identifying trends
• Agility and ability to pivot strategic focus as required

About JobAdder:

At JobAdder, we're not just another software company — we're a global leader in recruitment technology. With over 200 passionate team members across 5 countries and 25,000+ users worldwide, we're reshaping the future of hiring.

Our powerful recruitment management platform empowers companies and agencies to streamline their processes, gain a competitive edge, and connect the right people to the right roles.

We believe recruitment is all about people. Our mission? To help recruiters focus on what really matters — building meaningful, impactful relationships and changing lives — by removing the mundane administrative tasks that slow them down. With JobAdder, we supercharge productivity, increase efficiency, and ensure that recruiters can truly focus on the human side of their work.

We're on a journey to make recruitment smarter, more joyful, and more efficient for everyone. Our vision is to become the world's most-loved recruitment platform, and every team member contributes to our success through our core values: Empathy, Customer Focus, Innovation, and Results.

Next Steps:

JobAdder is all about spotting people's potential as well as considering past experiences. We believe this helps us build a more diverse and inclusive team culture. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.