Mid Market Customer Success Manager

A Bit About Us   Lever's vision is connecting human potential to meaningful work. Hiring is the most strategic challenge that every company faces, and Lever is one of the most recognized brands in talent acquisition software. As the innovation leader in our space, we are searching for great people to join us and push further.   We are proud of the company we’ve built so far, but we are even more excited for what is yet to come. Our 5000+ customers include global leaders, startups that are disrupting industries, and businesses around the world. Lever has raised $123 million in funding, most recently a $50M Series D in November 2021.   With an overall gender ratio of 50:50 women and men, Lever is also fiercely committed to building a team culture that celebrates diversity and inclusion. We have been certified as a “Great Place to Work”, along with “Best Company Outlook 2022,” and “Forbes Best Startup Employers 2022,” and the list keeps growing! Our people are Lever’s biggest competitive advantage. For more information on our team culture, visit https://inside.lever.co/.

• Own a book predominantly comprised of mid-market customers.
• Run structured onboarding and ongoing success plans to drive adoption and outcomes.
• Manage inbound customer requests and issues. Triage quickly and coordinate resolution with internal teams.
• Proactively engage customers to prevent issues, improve product usage, and reduce churn risk.
• Build and maintain relationships with key customer stakeholders.
• Drive renewals for customers in your book, including risk identification, save plans, and renewal execution.
• Identify and support expansion opportunities in partnership with Sales.
• Act as a customer advocate internally. Share clear context and feedback with Product and Operations partners.
• Maintain excellent data hygiene across Seso systems, including accurate notes, health signals, and next steps.
• Proactively monitor customer health metrics and implement retention strategies.
• Serve as an escalation point for complex customer issues. Lead cross-functional action plans to resolution.
• Model strong judgment, customer-first communication, and solution-oriented problem solving.
• Informally mentor other CSMs by sharing best practices and helping unblock tricky situations.

Lever is a leading Talent Acquisition Suite that makes it easy for talent teams to reach their hiring goals and to connect companies with top talent. Lever is the only platform that provides all talent acquisition leaders with complete ATS and robust CRM capabilities in one product, LeverTRM. The LeverTRM features allow leaders to scale and grow their people pipeline, build authentic and long-lasting relationships, and source the right people to hire. Lever Analytics provides customized reports with data visualization, see offers completed and interview feedback, and more, to inform strategic decisions between hiring managers and executives alike.   Our platform also enables companies to hire with inclusivity in mind, helping eliminate any hiring bias. Lever supports the hiring needs of over 5,000 companies around the globe including the teams at Netflix, Spotify, Atlassian, KPMG, and Nielsen. For more information, visit https://www.lever.co.