Customer Success Manager - Enterprise

Enterprise Customer Success Manager

Humanly is looking for an Enterprise Customer Success Manager to retain and grow relationships with our largest customers. You will own a portfolio of strategic accounts and make the value customers receive from Humanly clear, measurable, and visible—so renewals become a natural outcome of strong partnerships and expansion opportunities emerge from proven results.

This is a senior individual-contributor role reporting to the Chief Customer Officer. It is ideal for someone who combines enterprise relationship management, recruiting operations expertise, and commercial judgment.

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.

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.

• Build trusted relationships with executive sponsors, economic buyers, and day-to-day stakeholders across each account.
• Maintain a multi-threaded stakeholder strategy so account health does not depend on a single champion.
• Lead quarterly executive business reviews focused on customer outcomes, business impact, and value delivered.

• Create and maintain a strategic account plan for every customer, including desired outcomes, risks, stakeholder maps, and growth opportunities.
• Establish measurable success criteria with customers and track progress against them.
• Maintain a current view of account health and address risks before they become renewal issues.
• Coordinate with Support, Implementations, Product, and other internal teams to deliver the right customer outcomes.

• Own renewal outcomes and maintain an accurate forecast for your portfolio.
• Lead complex renewal and expansion conversations in partnership with Sales and Growth.
• Identify, qualify, and advance expansion opportunities with a clear business case.

• Advocate for customers across Product, Support, and Implementations.
• Identify patterns across accounts and turn customer insight into actionable internal feedback.
• Escalate risks early, clearly, and with a recommended path forward.

• Develop a strong understanding of every account's stakeholders, goals, risks, and opportunities.
• Build a current account plan and health assessment for your full portfolio.
• Independently lead at least one executive business review.
• Surface and begin addressing meaningful risks or opportunities that were not previously visible.

• Strong enterprise gross retention.
• Accurate renewal forecasting at least one quarter in advance.
• Consistent engagement from executive sponsors and economic buyers.
• Expansion opportunities generated through demonstrated customer value.
• Risks communicated early, with no surprises for customers or internal leaders.

• Significant experience managing enterprise customer relationships with direct ownership of retention outcomes.
• A track record of navigating complex, multi-stakeholder accounts and communicating credibly with executives.
• Strong knowledge of recruiting operations, including hiring workflows, candidate experience, and funnel metrics.
• Commercial confidence: you can build and defend a value case and lead a renewal conversation.
• A proactive, structured approach to account planning, risk management, and prioritization.
• Clear, direct…