Customer Success Manager

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Hireframe

WebsiteLinkedInAll Job Openings

51 - 200 employees

🎯 Recruiter

🤝 B2B

👥 HR Tech

Recruitment • B2B • HR Tech

Hireframe is a staffing company that specializes in providing nearshore and offshore talent to fill mission-critical roles for businesses. They offer on-demand recruitment services, focusing on roles such as Accounting & Finance, Operations & Customer Service, HR & Recruitment, Information Technology, and Sales & Marketing. Hireframe aims to save businesses time and money by staffing remote positions with skilled professionals from locations like Mexico and the Philippines. They offer a flexible recruitment model on a pay-per-hire basis and provide full-time dedicated team members as a service. Business leaders utilize Hireframe as a strategic partner in talent acquisition to meet growth targets and operational efficiency.

📋 Description

• Own the customer onboarding experience from kickoff through successful implementation and go-live. • Serve as the primary account manager for an assigned portfolio of customers, building long-term relationships and acting as a trusted advisor. • Lead customer implementation projects, ensuring timelines, milestones, and success metrics are achieved. • Partner with customers to understand their operational workflows, business objectives, and implementation requirements. • Gather and document business requirements and translate them into effective system configurations. • Configure software solutions to align with customer workflows and industry best practices. • Guide customers through change management initiatives as they transition from manual, legacy, or non-integrated systems. • Drive customer adoption by delivering consultative training, best practices, and ongoing strategic guidance. • Work with AI-powered tools and internal APIs to support customer workflows and deliver innovative solutions. • Communicate technical concepts clearly to both technical and non-technical stakeholders. • Collaborate with Product, Engineering, and Support teams to resolve customer challenges and improve the overall customer experience. • Monitor customer health, proactively identify risks, and develop success plans to ensure long-term retention and growth. • Maintain accurate documentation of implementation progress, customer requirements, and account activity within internal systems. • Manage multiple customer implementations and strategic accounts simultaneously while maintaining exceptional customer service.

🎯 Requirements

• 3–5 years of experience in Customer Success, Account Management, Implementation, Solutions Consulting, Professional Services, Onboarding, or another customer-facing role within a B2B SaaS or technology-driven company. • Proven experience managing customer relationships beyond implementation, with a strong account management mindset. • Hands-on experience leading customer onboarding and implementation projects from discovery through go-live. • Strong technical aptitude with experience working with software platforms, system configurations, APIs, AI-enabled tools, data models, or system integrations (engineering experience is not required). • Experience gathering business requirements, designing workflows, and configuring software solutions. • Experience supporting organizations through technology adoption or digital transformation initiatives. • Excellent communication skills with the ability to explain complex technical concepts in a clear, practical manner. • Strong organizational and project management skills with the ability to manage multiple customer implementations and accounts simultaneously. • Demonstrated problem-solving skills with a consultative, customer-first approach. • **Nice to have:** • Experience working with Enterprise Resource Planning (ERP), Manufacturing Resource Planning (MRP), or other business process management systems. • Experience implementing enterprise SaaS platforms for mid-market or enterprise customers. • Experience working with hospitality, foodservice, restaurant technology, inventory management, supply chain, or operational software. • Familiarity with implementation methodologies and customer success best practices. • Experience with CRM and project management platforms such as Salesforce, Jira, Asana, Monday.com, or similar tools.

🏖️ Benefits

• Permanent remote work flexibility • Paid Time Off • Health Maintenance Organization (HMO) coverage • Annual performance bonuses • Dedicated coaches offer an extra channel of support and skill-building • Opportunities for professional growth