Be the primary account manager to Paradox clients around the globe, helping them achieve their strategic business goals with our AI-powered solutions and continuously wowing them with our delightfully simple, feels-like-magic software
Collaborate closely with clients to understand their business goals and align our AI-powered solutions to help achieve those objectives
Deliver exceptional service throughout the client journey, including training and onboarding, ongoing product support and troubleshooting, and strategic account management
Provide troubleshooting and product support to quickly resolve any open issues identified
Proactively monitor clients’ success and adoption and continuously seek new insights into their evolving goals, challenges, and pain points
Provide deep product expertise and serve as the subject matter expert for platform use and support
Work collaboratively with globally dispersed teams and clients to drive ongoing product innovations and deliver new solutions for clients
Provide additional implementation support, as needed
Develop and nurture relationships with clients and users within client organizations
May lead working teams to support client onboarding, training, and ongoing support
Develop relationships with clients and users within the organizations to seamlessly manage renewal and expansion opportunities
May provide functional and technical mentorship to junior Client Success team members

5+ years of experience in customer success or account management roles or demonstration of equivalent experience
5+ years of experience supporting or implementing enterprise SaaS solutions
Technical understanding of complex software ecosystems within large multinational corporations
Experience educating clients on products and providing ongoing training to users
Comfortable working with a global, cross-functional team and clients across different time zones
Functional domain expertise with HR/recruiting software experience or demonstration of equivalent experience with Paradox solutions
Customer management experience in a complex software or SaaS environment
Proven track record to collaborate and build strong relationships with customers especially at the executive level
Demonstrated ability to engage across corporate functions (Sales, Services and Product Management)
Account management / adoption planning experience preferred
Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars
Excellent organization, time management, data analysis, and communication skills
Bachelor degree or equivalent work experience; Business or Technical degree preferred
Ability to travel up to 20%.

Customer Success Manager

Key skills