About Horizons
At Horizons, we're building the infrastructure to power borderless teams. By handling global payroll, benefits, taxes, and compliance, our technology enables businesses to hire anyone anywhere compliantly at the push of a button.
If you're interested in adding to our vision of enabling people to work in dream jobs, for every company, and from anywhere in the world, apply now!
We're committed to building a global, diverse team representing different and varied backgrounds, perspectives, and experiences. We welcome applications from everyone, regardless of gender, ethnicity, sexual orientation, religion, civil or family status, age, or disability. Being a Horizoneer means being part of a growing, international family.
About the role:
We are seeking an experienced and results-oriented Senior Customer Success Manager to join our team. The ideal candidate will have a robust background in customer success within the HR tech space, with experience managing both mid-market and enterprise-level accounts. This role is crucial for ensuring our customers' satisfaction and driving revenue growth through excellent customer support and strategic relationship management.
Key responsibilities:
Customer satisfaction: Ensure high levels of customer satisfaction by managing response times, NPS, and CSAT scores.
Onboarding & training: Oversee the onboarding process for new customers, providing necessary training to ensure they are fully equipped to use Horizons' solutions.
Strategic relationship management: Build and maintain strong relationships with mid-market and enterprise-level customers, acting as their primary point of contact and trusted advisor.
Proactive support: Anticipate customer needs and proactively address potential issues, providing timely and effective solutions.
Retention & growth: Focus on customer retention and identify opportunities for account expansion, driving additional revenue growth.
Performance tracking: Monitor and analyze customer health metrics, using insights to inform strategies and actions to improve customer satisfaction and retention.
Feedback loop: Collect and relay customer feedback to internal teams to inform product development and improve service offerings.
Cross-functional collaboration: Work closely with sales, marketing, and product teams to align efforts and ensure a seamless customer experience.
Reporting: Provide regular reports on customer success metrics and performance to senior management.
Mentorship: Mentor and support junior customer success managers, sharing best practices and guidance.
Requirements:
Bachelor's degree in Business, Marketing, or a related field.
Minimum of 3 years of relevant work experience in customer success, with a focus on HR tech.
Proven experience managing both mid-market and enterprise-level accounts in a B2B environment.
Strong understanding of customer success metrics and best practices.
Excellent communication and relationship-building skills.
Ability to work independently and as part of a team in a fast-paced, dynamic environment.
Proficiency in CRM software and Microsoft Office Suite.
Strong problem-solving skills and a proactive approach to customer support.
How to apply
Please fill out the form and upload your CV in a PDF format.
If you don't have an up-to-date CV but you are still keen to reaching out, please feel free to add a copy of your LinkedIn profile instead.
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