Customer Success Manager

Customer Success Manager

We're looking for a Customer Success Manager to partner with recruiting leaders, talent acquisition teams, and hiring organizations as they transform their hiring processes using Humanly.

This role sits within our Customer Success team and owns a portfolio of mid-market customers. You'll act as a strategic advisor, helping customers achieve hiring outcomes, drive adoption, and maximize the value they receive from Humanly's solutions.

This is not just a Customer Success role. We are looking for someone who understands recruiting operations and can have meaningful conversations with recruiters, talent leaders, and executives about hiring challenges, workflow optimization, candidate experience, and business outcomes.

You'll work closely with our Product, Support, Implementation, and Growth teams while serving as the primary advocate for your customers. As Humanly continues to scale, you'll have the opportunity to help shape our customer success processes, best practices, and customer engagement strategy.

Humanly is entering a new phase of growth, serving increasingly sophisticated recruiting organizations with complex hiring needs. Our customers expect more than software, they expect expertise, guidance, and partnership.

This role sits at the center of that mission.

The right person will help recruiting teams modernize how they hire, leverage AI responsibly, and achieve measurable recruiting outcomes. You'll directly influence customer retention, adoption, expansion, and product feedback while building trusted relationships with some of the most innovative talent acquisition teams in the market.

What You'll Do

Customer Relationship Management

• Own a portfolio of mid-market customer accounts and serve as their primary strategic contact.
• Build trusted relationships with recruiters, recruiting leaders, operations teams, and executive stakeholders.
• Lead regular customer meetings, business reviews, and strategic planning discussions.
• Advocate for customer needs internally across Product, Support, Engineering, and Revenue teams.

Adoption & Customer Outcomes

• Drive adoption and utilization of Humanly's products across customer organizations.
• Help customers establish success metrics and achieve measurable business outcomes.
• Monitor customer health and proactively identify risks, opportunities, and engagement trends.
• Deliver training, enablement, and change management support to ensure long-term customer success.

Strategic Consulting

• Understand customer hiring workflows, recruiting challenges, and business objectives.
• Analyze customer usage data and hiring performance metrics to identify optimization opportunities.
• Prepare and deliver Quarterly Business Reviews (QBRs) and executive presentations.
• Share recruiting best practices and industry insights that help customers improve hiring outcomes.

Retention & Growth

• Own customer retention and renewal outcomes for your portfolio.
• Identify cross-sell expansion opportunities and partner with our Growth team when appropriate.
• Strengthen executive relationships that support long-term customer partnerships.
• Gather and communicate customer feedback to influence product direction and roadmap discussions.

What You'll Bring

3+ years of customer-facing experience

• Experience in Customer Success, Talent Acquisition, Recruiting Operations, Staffing, HR Technology, or a related field where you've managed relationships and driven business outcomes.

Recruiting or HR Technology expertise

• You understand recruiting workflows, hiring processes, candidate experience, and the challenges faced by modern talent acquisition teams. A former TA practitioner would be great!

Strategic customer management experience

• You've successfully managed a portfolio of customers, built executive relationships, and guided organizations through adoption, change management, and growth initiatives.

Strong communication and presentation skills

• You are comfortable leading executive conversations, facilitating business reviews, presenting data-driven insights, and influencing stakeholders.

Analytical mindset

• You can interpret customer data, identify trends, and translate metrics into actionable recommendations for…