ABOUT US:

Please view the Crunchr career page: https://crunchr.com/careers.

SOME CONTEXT ABOUT THE ROLE:

Customer Success is our team that helps customers from implementation to driving business value using Crunchr. The Customer Success Manager (CSM) is the primary contact for a customer and is responsible for the smooth operations of value and project delivery to customers. As a CSM, you are focused on building deep relationships with the customers, starting from successful onboarding to the day-to-day project management of customer projects, resulting in a value driven partnership.

The total CS team is a team of 10 and consists of CSMs, Data Implementation Specialists and Customer Support Specialists across the Netherlands (Amsterdam) and US (Boston). You will be based in Boston, together with one other CSM and two Implementation Specialists. You report directly to the Head of CS (based in Amsterdam). You will also work closely with our Account Manager for existing business who’s part of the Sales team.

Some of your responsibilities will be:

• Act as the primary point of contact for your customers, guiding them from the initial implementation phase to smooth daily operations, building a path for realizing business value using People Analytics.
• Build success plans with your customers and organize periodical review meetings to keep track of progress.
• Drive activities that align with the plan objectives. This may involve initiatives around enhancing data quality, conducting training, contributing to broader Business/HR projects and crafting success stories in collaboration with HR leadership.
• Manage your portfolio of customer projects, coordinating seamlessly with team members to meet project deadlines and deliverables.
• Be the go-to person for key contacts within your customer base for more in-depth questions around our product and how it’s best used to obtain the right customer outcomes.
• Provide valuable feedback to our product and engineering teams, facilitating continuous improvement. Additionally, collaborate with our marketing department to create customer success stories.

We want happy customers who are ambassadors for our brand. Critical measures are around customer retention, customer satisfaction, adoption and great success stories.

Our product is intuitive and easy to use for our customers. At the same time it’s an in-depth analytical tool and you (also) work with technical/analytical people on the customer side. They expect you to guide them on content. Of course, there is support from the broader team on deeper technical matters, but this role requires you to show expertise on people analytics and HR content.

Note: we expect you to come into our Boston office at least 2 days per week.

WHAT WE EXPECT FROM YOU:

MUSTS

• A University degree.
• At least 5 years of relevant working experience (in strategic CS roles or Business/HR consulting).
• Expertise in HR and People Analytics and a solid understanding of how HR departments and processes work.
• Bias for action: proactive self-starter with the ability to work in a dynamic and fast-paced environment.
• Exceptional communication and relationship building skills at all levels.
• You are a great fit with our core values.

NICE TO HAVES

• Experience in the SaaS industry.
• Experience in change management.
• Experience in working with deep-analytical tools.
• Strong analytical skills, attention to detail and active listening skills.
• Experience in implementations of SaaS tooling in the HR industry.

WHAT YOU CAN EXPECT FROM US:

• A role in which you can have great impact, you'll be part of a scale-up that is building something big!
• A well-connected office in Boston with a beautiful skyline.
• Competitive salary, bonus, stock option plan and secondary conditions like medical and 401k.