Customer Success Associate​/Manager – New Business Vertical

At Springworks, we're on a mission to revolutionize the world of People Operations. With our innovative tools and products, we've already empowered over 500,000+ employees across 15,000+ organizations and 60+ countries.

Our product stack under Spring Verify includes: :

Spring Verify: B2B background verification platform across 100+ checks Hire: AI interviews, Proctoring, Assessments Engage: employee recognition and engagement platform.

New vertical code named Patronus from the Harry Potter World

We are looking for a customer-focused, proactive, and high-ownership Customer Success professional to help build and scale the customer success function for a new business vertical. This is not a traditional Customer Success role where the processes, playbooks, and customer journeys are already established. Own customer retention and identify expansion, cross-sell and upsell opportunities across the portfolio, working closely with Sales to convert qualified opportunities to increase value, and help us build the systems and processes required to create a scalable Customer Success function.

As one of the early members of this vertical, you'll have significant ownership and influence over how we define the customer experience and what "great Customer Success" looks like for this business.

Own the customer onboarding journey from handover through successful implementation and the life time journey. Understand customer goals, requirements, and use cases. Ensure customers are able to adopt the product/service effectively and realise value quickly. Coordinate with internal teams to resolve onboarding and implementation requirements. Create and improve onboarding processes, documentation, and playbooks.

Build strong, trusted relationships with customers and key stakeholders. Act as the primary point of contact for customers throughout their journey. Conduct regular customer check‑ins, reviews, and business conversations. Understand customer challenges, feedback, and evolving requirements. Proactively identify potential issues before they become problems.

Drive product/service adoption and engagement across the customer base. Monitor customer health and identify accounts that may require additional attention. Partner with Sales to identify and convert expansion opportunities. Track customer outcomes and demonstrate the value delivered.

Help define the Customer Success journey for this new business vertical. Build the first version of our CS operating model, including customer segmentation, onboarding journeys, health scoring, engagement cadences, renewal processes and escalation frameworks. Build playbooks for onboarding, adoption, renewals, escalation, and expansion. Establish dashboards and reporting mechanisms to track customer success metrics. Continuously experiment with different approaches and identify what works.

Document learnings and help create a scalable CS framework as the business grows.

Work closely with Sales to ensure a smooth transition from prospect to customer. Partner with Product and Operations teams to communicate customer feedback and requirements. Collaborate with Support teams to ensure timely resolution of customer issues. Share customer insights with leadership to influence business and product decisions. Represent the voice of the customer internally.

Maintain accurate customer records and activity in the CRM/customer success platform. Track key metrics such as onboarding completion, adoption, engagement, retention, churn, and expansion. Prepare regular updates on customer health and business performance. Use CRM and customer data to identify adoption gaps, churn risks, engagement trends and expansion opportunities.

Build From Scratch This is a brand‑new business vertical, which means there isn't a fixed Customer Success playbook waiting for you. You'll have the opportunity to experiment, learn from customers, build processes, and figure out what works.

Your interactions with customers will directly influence how we build the business. You'll help us answer questions like:
Who are our ideal customers? What does a successful customer journey look like? What drives adoption and…