Senior Customer Success Account Manager

👪 About the Customer Success Account Management team

The Customer Success Account Manager (CSAM) at Maki is a key driver of value, impact, and long-term success for our clients
. You will play a critical role in ensuring the successful adoption and measurable ROI of Maki People’s cutting-edge AI solutions
, acting as a trusted advisor and the primary point of contact for our customers.

As a CSAM at Maki, you will collaborate closely with internal teams to deliver a seamless client experience, ensuring that every interaction drives meaningful outcomes. From day one, you’ll empower clients to unlock the full potential of our platform, aligning Maki’s capabilities with their unique business objectives to deliver measurable value.

Taking ownership of client relationships, you’ll proactively drive engagement, adoption, and success through tailored strategies, hands‑on training, and actionable insights. Your ability to monitor and manage customer health will ensure our clients consistently achieve strong outcomes, such as streamlined recruitment processes, faster hiring times, and reduced turnover. By consistently delivering value, you’ll secure customer trust and loyalty, paving the way for renewals and expansions
.

In addition, you’ll take a solution‑oriented approach to resolving challenges, handling critical issues with care, and ensuring a world‑class customer experience. Your work will directly contribute to transforming HR for global leaders
, helping them revolutionize their recruitment processes with AI‑driven innovation.

Your impact will go beyond day‑to‑day responsibilities— you’ll be a key partner in shaping the future of recruitment while driving exceptional outcomes for our clients
.

Value & Impact Delivery

• Take ownership of delivering measurable value to customers by aligning Maki’s AI solutions with their strategic goals.

• Work proactively to identify opportunities where Maki can create the greatest impact, whether through operational efficiencies, improved recruitment processes, or reduced turnover.

• Help customers unlock the full potential of Maki’s platform, delivering outcomes such as faster hiring times, reduced costs, and enhanced talent retention.

• Track and communicate the impact of Maki’s solutions through data‑driven insights and success stories, ensuring customers see tangible ROI and value throughout their journey.

• Act as a champion for customer success, continuously seeking ways to optimize their experience and maximise the transformative impact of Maki’s technology.

Strategic Objectives

• Manage a portfolio of customers with a focus on maximising ROI and ensuring contract renewals.

• Serve as the primary Maki point of contact and trusted advisor throughout the customer lifecycle.

• Collaborate with internal teams to execute account strategies that deliver value to customers.

• Identify opportunities within existing accounts to expand Maki’s footprint and drive additional value.

• Connect customers with relevant Maki teams, including Product, Support, Community, and Sales, as well as our partner network, to meet their needs effectively.

Customer Adoption

• Proactively monitor customer end‑user adoption and engagement, developing action plans to address challenges and improve usage where necessary.

• Guide and support customers in achieving strong adoption of Maki’s AI solutions, aligning platform capabilities with their key business objectives.

• Work closely with customers to ensure their business transformation goals are met using Maki’s platform.

• Encourage and support engagement with Maki through community participation, case studies, and events (e.g., customer webinars, thought leadership sessions, and local user groups).

• Educate customers on Maki’s product roadmap and upcoming innovations to help them plan ahead and maximize their value.

• Conduct regular check‑ins with customers to review progress, share insights, and ensure ongoing success

Expansion and Growth Focus

• Drive expansion efforts by identifying and developing opportunities for upselling and cross‑selling Maki’s solutions within the existing customer base.

• Strategically analyze customer usage patterns and satisfaction levels to propose…