Account Manager

Overview
Join a scaling, tight‑knit team working directly with innovative talent acquisition teams and thought leaders across various industries and geographies to make hiring a strategic advantage for their organizations. You'll serve as an advisor to our customers and take a consultative approach to ensure customers are set up for long‑term success as high‑performing hiring organizations using the Lever product suite.

As a Customer Success Manager on the Customer Advocacy team, you will be our customers biggest champion and make their voice heard in everything we do – the problems we help solve, the solutions we build and the consultation we deliver. You will do that by building trusting partnerships with our customers and consistently empowering them to achieve their ongoing talent goals with Lever. We advocate for our customers by working across Lever to deliver solutions and share our learnings internally to help shape our products.

Skill Set

3+ years of customer relationship or account management experience working in software as a service (SaaS)

Solutions and results‑oriented mindset

Experienced in customer‑facing roles, including analyzing customer accounts, identifying churn signals and account growth opportunities

Highly organized with strong project management and time management skills

Hands‑on experience with product training to external customers

Proven experience delivering value‑based communications

Strong ability to facilitate meetings with customers and users of various levels of seniority

Empathy for customers

Experience with opportunity identification for account expansion and revenue growth

Passion and drive to work in a quickly growing startup where you will help shape a new function and the ways we add value with our customers

Within 1 Month, You’ll:

Attend Ramp Camp, which is Lever’s week‑long version of onboarding where you’ll learn about all aspects of the business with a cross‑functional group of new Leveroos

Master Lever’s various product training demo frameworks, customized for various customer stakeholders, demonstrated by hosting sessions independently

On a regular basis – conduct customer check‑ins including planning agendas, documenting interactions and tracking various projects. Also prepare impact reviews and present to customers to achieve alignment and showcase the value Lever brings to their talent strategy. Frequency depends on the specific customer need and their preferred service offerings

Perform and document account health audits in preparation to communicate recommendations back to customers to ensure they’re maximizing Lever’s impact

Develop proficiency in collecting ongoing customer product feedback to establish an effective feedback loop for customer needs and our product development strategy

Within 3 Months:

Take ownership of a customer portfolio of a variety of accounts across industries, product offerings and customer segments; begin developing these relationships through email, phone and video calls, webinar trainings, and in‑person visits

Identify the current hiring practices and internal business goals of your customer accounts

Successfully complete certification for the following areas: Product, Reports & Lever Talent Intelligence (LTI)

Shadow five Customer Account Executive renewal calls to build an understanding of how to best partner on annual renewals, account expansion, and upsell engagement by the CAE team

Teach customers best practices for using the Lever product suite through webinars and targeted training sessions

Begin pulling user metrics and issue quarterly business reviews to existing customers in order to show them their areas of excellence and development in fully leveraging their host of Lever products

Educate customers on the value they are receiving from Lever’s products and why the solutions we provide are essential to their continued recruitment and hiring successes

Take a disciplined approach to the prioritization of your workload and deliver on commitments, building rapport and trust in your customer relationship

Partner cross‑functionally with Sales and Customer Success functions to ensure a smooth transition from customer onboarding through the annual renewal cycle; serve as the constant point of contact to deliver a seamless, high‑quality customer experience

Be proactive in strategic planning; deliver value‑based messaging to motivate customer actions and continuously plot the course for strong cases for customer renewals

Transition into owning the customer introduction to the Customer Account Executive 90 days prior to the account renewal date

Within 6 Months, You’ll:

Utilizing agreed‑upon milestones and metrics, keep customers on course to execute on the success of their plans with Lever

Provide feedback for process improvements that improve our abilities to better serve both external and internal customers

Have the confidence to advise, influence, and help them on best practices and strategic recommendations to align Lever’s products and solutions with the achievement of these goals

Identify our champions within your assigned accounts and highlight customer achievements to our internal partners such as marketing to communicate those successes externally

Get involved in hiring and growing the team by helping to interview candidates

Advocate internally for the customer’s needs and develop strong feedback loops within Lever to continue our customer‑centric focus with our products and services

Confidently handle high‑stakes, time‑sensitive issues with customers

Ensure Lever’s success based on the customer’s specific business case across a 12‑month account lifecycle

Identify growth opportunities in customer accounts and collaborate with Customer Account Executives to ensure renewal and upsell attainment

Help train new Customer Success Managers by participating in team onboarding sessions

We may use artificial intelligence ("AI") tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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