Customer Success Manager - Enterprise

Job description

# **About Humanly** Humanly builds AI-native hiring software that turns recruiting from a reactive scramble into a predictable system. Built for hourly, frontline, and high-volume hiring, we don't just give teams tools — we deliver pre-vetted, ready-to-hire candidates on demand. Our AI conducts over 9,000 interviews a day for hundreds of customers, including Microsoft, Domino's, MGM Resorts, and Massage Envy. We recently closed a $25M Series B, and we're using it to accelerate what's already working: expanding the platform, growing the team, and deepening our reach with the companies who rely on us. Headquartered in Bellevue, WA with a team that spans the globe, we're at the stage where the foundation is built, the momentum is real, and the ceiling is wherever we decide to put it. We call ourselves Human Beans. We take ownership, move fast, and care about doing the right thing — for our customers, for candidates, and for each other. AI is core to what we build, and we're intentionally building a workplace where it's embedded in how we work too. We know the future is changing, and we're changing with it. If that's the kind of place where you do your best work, we'd love to meet you. ## **The Role** Humanly is looking for an Enterprise Customer Success Manager to retain and grow relationships with our largest customers. You will own a portfolio of strategic accounts and make the value customers receive from Humanly clear, measurable, and visible—so renewals become a natural outcome of strong partnerships and expansion opportunities emerge from proven results. This is a senior individual-contributor role reporting to the Chief Customer Officer. It is ideal for someone who combines enterprise relationship management, recruiting operations expertise, and commercial judgment. ### **Why are we excited about this role?** Humanly is entering a new phase of growth, serving increasingly sophisticated recruiting organizations with complex hiring needs. Our customers expect more than software, they expect expertise, guidance, and partnership. This role sits at the center of that mission. The right person will help recruiting teams modernize how they hire, leverage AI responsibly, and achieve measurable recruiting outcomes. You'll directly influence customer retention, adoption, expansion, and product feedback while building trusted relationships with some of the most innovative talent acquisition teams in the market. ## **What You'll Own** ### Enterprise relationships - Build trusted relationships with executive sponsors, economic buyers, and day-to-day stakeholders across each account. - Maintain a multi-threaded stakeholder strategy so account health does not depend on a single champion. - Lead quarterly executive business reviews focused on customer outcomes, business impact, and value delivered. ### Customer outcomes and adoption - Create and maintain a strategic account plan for every customer, including desired outcomes, risks, stakeholder maps, and growth opportunities. - Establish measurable success criteria with customers and track progress against them. - Maintain a current view of account health and address risks before they become renewal issues. - Coordinate with Support, Implementations, Product, and other internal teams to deliver the right customer outcomes. ### Retention and growth - Own renewal outcomes and maintain an accurate forecast for your portfolio. - Lead complex renewal and expansion conversations in partnership with Sales and Growth. - Identify, qualify, and advance expansion opportunities with a clear business case. ### Voice of the customer - Advocate for customers across Product, Support, and Implementations. - Identify patterns across accounts and turn customer insight into actionable internal feedback. - Escalate risks early, clearly, and with a recommended path forward. ## **What Success Looks Like** ### In your first 90 days - Develop a strong understanding of every account's stakeholders, goals, risks, and opportunities. - Build a current account plan and health assessment for your full portfolio. - Independently lead at least one executive business review. - Surface and begin addressing meaningful risks or opportunities that were not previously visible. ### Ongoing - Strong enterprise gross retention. - Accurate renewal forecasting at least one quarter in advance. - Consistent engagement from executive sponsors and economic buyers. - Expansion opportunities generated through demonstrated customer value. - Risks communicated early, with no surprises for customers or internal leaders. ## **What You'll Bring** - Significant experience managing enterprise customer relationships with direct ownership of retention outcomes. - A track record of navigating complex, multi-stakeholder accounts and communicating credibly with executives. - Strong knowledge of recruiting operations, including hiring workflows, candidate experience, and funnel metrics. - Commercial confidence: you can build and defend a value case and lead a renewal conversation. - A proactive, structured approach to account planning, risk management, and prioritization. - Clear, direct communication—especially when sharing difficult news or escalating risk. - The ability to work independently and create structure in a fast-moving environment. ## How we work Customer Success owns customer strategy, adoption, outcomes, retention, and growth. Our Support team owns technical troubleshooting and product issues, while Customer Success coordinates the broader relationship and ensures the right resources are engaged. This structure allows CSMs to stay focused on strategic partnership and measurable business value. ## Why this role matters Our enterprise customers make significant investments in improving their hiring processes. You will help them translate Humanly's capabilities into measurable outcomes, strengthen relationships across their organizations, and ensure they continue to see meaningful value as their needs evolve. # **What We Offer** - Collaborate with a diverse and passionate team dedicated to transforming the hiring landscape - Competitive compensation + equity - Company sponsored medical, dental, and vision plans for employees - Learning & development stipend - Wellness stipend - 401(k) program - 12 weeks fully paid parental leave - Flexible PTO - Recognition programs and prizes - Company retreats and team building events!