Criteria Corp

Customer Success Manager

• Develop customer relationships that promote customer retention and loyalty
• Onboard new clients, managing all aspects of the account, user administration and provide product training
• Partner with Enterprise Account Managers to support client renewal, retention and ongoing satisfaction
• Understand Criteria’s strategic and competitive position and be an effective advocate for our product
• Identify, analyze, and remove roadblocks to growth to ensure customer success
• Develop success plans for each client
• Rapidly and efficiently respond to incoming customer support calls and emails
• Provide web-based training and product implementation support
• Proactively manage all customer requests to satisfactory conclusion
• Document all customer interactions in our CRM software
• Drive product improvements and help inform product development initiatives by listening to customer feedback and relaying it to our product development team

Enterprise Customer Success Manager – APAC

• Own the end-to-end customer relationship for a portfolio of 50-70 enterprise accounts
• Develop and execute account success plans aligned with each customer's business objectives and hiring outcomes
• Build and maintain relationships across customer organizations, from day-to-day users to HR and TA leadership
• Serve as the primary point of accountability for customer health, adoption, retention, and expansion
• Partner with customers to define success criteria and measurable outcomes tied to their use of Criteria's platform
• Conduct regular business reviews that articulate realized value, product utilization, and forward-looking priorities
• Translate usage data and product capabilities into clear business impact narratives
• Identify adoption gaps and coordinate resources to close them
• Own gross revenue retention (GRR) and influence net revenue retention (NRR) for your portfolio
• Partner with Client Account Executives to identify and surface expansion opportunities
• Lead renewal strategy and execution, engaging early to flag risk and support on-time renewals
• Support business cases for additional product investment when expansion opportunities are identified
• Route support, implementation, and product inquiries to the right internal resource; keep the customer informed throughout
• Act as the voice of the customer internally, surfacing patterns that inform product and go-to-market decisions
• Collaborate with Account Management on account strategy for shared accounts
• Proactively identify adoption barriers, sentiment shifts, and churn risk through data and relationship signals
• Develop and execute risk mitigation plans with clear timelines and ownership
• Maintain accurate renewal forecasting and account health documentation in ChurnZero and Salesforce

Enterprise Customer Success Manager

• Ensure that Enterprise customers derive maximum value from their subscription investment.
• Onboard new clients, managing all aspects of the account, user administration and provide product training based upon client specific use cases and objectives.
• Partner with Enterprise Account Managers to support client renewal, retention and ongoing satisfaction.
• Understand Criteria’s strategic and competitive position and be an effective advocate for our product.
• Identify, analyze, and remove roadblocks to growth to ensure customer success.
• Develop success plans for each client.
• Rapidly and efficiently respond to incoming customer support calls and emails.
• Provide web-based training and product implementation support.
• Proactively manage all customer requests to satisfactory conclusion.
• Document all customer interactions in our CRM software.
• Drive product improvements and help inform product development initiatives by listening to customer feedback and relaying it to our product development team.

Account Executive

• Deliver up to $700K+ in annual new business growth by employing both inbound and out-bound sales motions
• Utilize insight and consultative selling techniques to identify the unique challenges faced by growing businesses, proposing tailored solutions with Criteria Corp’s platform.
• Stay informed about market trends and adapt strategies based on industry insights.
• Coach customers and build consensus around Criteria Corp’s solutions within their business.
• Employ value and consultative selling to identify customer needs, develop value-added propositions, and generate proposals and pricing structures.
• Create strategies with management to navigate potential obstacles in the sales process.
• Establish relationships with decision-makers across various mid-market sectors.
• Implement a targeted sales strategy to meet revenue goals through new business development with a focus on small businesses.
• Collaborate with internal teams to address customer needs effectively.
• Manage the full sales cycle, from initial outreach to negotiations and closing.
• Keep the CRM updated with customer information for strategic planning.

Sales Executive

Sales Development Rep

• Conducting strategic account research to identify key decision-makers and business challenges.
• Utilizing a multi-channel approach to engage and nurture potential customers, ensuring a seamless transition of Sales Qualified Leads (SQLs) to Sales Executives.
• Promptly addressing prospect inquiries and effectively communicating Criteria’s solutions for their hiring challenges.
• Achieving key performance indicators related to outbound activity and SQL generation.
• Ensuring the integrity of data management and providing actionable market insights to the sales and marketing teams.
• Maintaining a thorough understanding of Criteria’s product offerings to articulate their value proposition.
• Following established lead management protocols and engaging in continuous learning.
• Leveraging intent data to proactively target organizations with active buying signals and support Sales Executives with additional lead generation initiatives.

Enterprise Customer Success Manager – APAC

Enterprise Customer Success Manager

Enterprise Customer Success Manager

Sales Executive

Sales Development Representative