Candidly

Customer Success Manager

• Own a named portfolio of Candidly's highest-ARR and highest-growth-potential enterprise accounts
• Become an expert on the Candidly platform and champion of our brand, you will strive to provide our customers with that “delight” moment
• Externally serve as the first point of contact for our customers, keeping a high concern for quality of product and experience
• Internally serve as the central point of contact for the organization on all customer initiatives
• Use AI-assisted tools to streamline meeting prep, QBR/EBR development, and account documentation — reducing administrative time and increasing time spent on strategic account work
• Collaboratively develop success plans aligned with customer objectives, and communicate progress on these plans internally and externally via activities such as business reviews
• Develop innovative ways to share relevant and impactful insights back to customers, building a narrative around the value and ROI achieved with Candidly
• Generate excitement for new or developing products by working with marketing, product and sales on rollout plans, pipeline management and upsell/expansion campaigns
• Optimize existing processes and seek to improve all aspects of the customer experience with the company
• Continually strive to exceed customer satisfaction and NPS targets
• Document all communication with customers accurately and in a timely manner
• Foster a culture of professionalism and customer advocacy

Enterprise Success Manager