Account Manager

Join a scaling, tight-knit team that’s working directly with innovative talent acquisition teams and thought leaders across various industries and geographies to make hiring a strategic advantage for their organizations. You'll serve as an advisor to our customers and take a consultative approach to ensure customers are setup for long-term success as high performing hiring organizations using the Lever product suite.

As a Customer Success Manager on the Customer Advocacy team, you will be our customers biggest champion and make their voice heard in everything we do- the problems we help solve, the solutions we build and the consultation we deliver. You will do that by building trusting partnerships with our customers and consistently empowering them to achieve their ongoing talent goals with Lever.

We advocate for our customers by working across Lever to deliver solutions and share our learnings internally to help shape our products.

Quo Vadis?

We are looking for someone who is experienced in building lasting customer relationships and is passionate about making meaningful contributions to our customer’s success. Don’t be mistaken, this is a challenging career path but also highly rewarding. Are you up for the challenge? If so, stop reading and start applying.

• 3+ years of customer relationship or account management experience working in software as a service (SaaS)
• Solutions and results-oriented mindset
• Experienced in customer-facing roles, including analyzing customer accounts, identifying churn signals and account growth opportunities
• Highly organized with strong project management and time management skills
• Hands‑on experience with product training to external customers
• Proven experience delivering value-based communications
• Strong ability to facilitate meetings with customers and users of various levels of seniority
• Empathy for customers
• Experience with opportunity identification for account expansion and revenue growth
• Passion and drive to work in a quickly growing startup where you will help shape a new function and the ways we add value with our customers

• Attend Ramp Camp, which is Lever’s week‑long version of onboarding where you’ll learn about all aspects of the business with a cross‑functional group of new Leveroos
• Master Lever’s various product training demo frameworks, customized for various customer stakeholders, demonstrated by hosting sessions independently
• On a regular basis
• Conduct customer check‑ins including planning agendas, documenting interactions and tracking various projects. Also on a regular basis, prepare impact reviews and present to customers in order to achieve alignment with customers and showcase the value Lever with bring to their talent strategy. Frequency is dependent upon the specific customer need as well as their preferred service offerings.
• Perform and document account health audits in preparation to communicate recommendations back to customers to ensure they’re maximizing Lever's impact
• Develop proficiency in collecting ongoing customer product feedback to establish an effective feedback loop for customer needs and our product development strategy

• Take ownership of a customer portfolio of a variety of accounts across industries, product offerings and customer segments; begin developing these relationships through email, phone and video calls, webinar trainings, and in‑person visits
• Identify the current hiring practices and internal business goals of your customer accounts
• Successfully complete certification for the following areas:
  Product, Reports & Lever Talent Intelligence (LTI)
• Shadow five Customer Account Executive (CAE) renewal calls to build an understanding of how to best partner on annual renewals, account expansion, and upsell engagement by the CAE team
• Teach customers best practices for using the Lever product suite through webinars and targeted training sessions
• Begin pulling user metrics and issue quarterly business reviews to existing customers in order to show customers their areas of excellence and their areas of development in fully leveraging their host of Lever products
• Educate customers on the value they…