[Hiring] Customer Success Manager @Spark Hire

Role Description

The Scale Customer Success Manager (CSM) is responsible for helping a large portfolio of customers achieve success with Spark Hire’s solutions. In this role, you’ll drive customer retention, adoption, and satisfaction through a combination of strategic engagement, lifecycle programs, and data-driven outreach. You’ll manage a high-volume portfolio of Spark Hire Meet customers and help them realize value from the platform by expanding use cases, guiding adoption, and proactively addressing risks. This role is ideal for someone who enjoys working at scale while still maintaining a personalized, customer-first approach.

Responsibilities

• Own the Customer Lifecycle:
  • Manage the full post-sale lifecycle including onboarding, adoption, engagement, and renewals.
  • Conduct account reviews aligned to customer segment, lifecycle stage, and goals.
  • Guide customers toward clear outcomes and measurable value from Spark Hire.
• Drive Retention and Customer Value:
  • Monitor account health and customer signals to proactively identify risks and opportunities.
  • Execute retention strategies and success plans for at-risk accounts.
  • Help customers expand their use of Spark Hire across teams and workflows; lead renewal conversations and reinforce ongoing value.
• Execute Scaled Customer Engagement:
  • Manage a portfolio of ~400 customers using a mix of 1:many and targeted 1:1 outreach.
  • Leverage lifecycle programs, automation, and sequencing to engage customers at scale.
  • Prioritize outreach based on data, customer behavior, and key lifecycle moments.
  • Contribute to the design, execution, and continuous improvement of scalable success programs and campaigns.
• Operate with Strong Systems & Process Discipline:
  • Use Salesforce and Outreach to track account activity, manage workflows, and support renewals.
  • Maintain accurate account data, notes, and customer insights.
  • Plan and prioritize your week effectively using customer signals and business objectives.
  • Apply repeatable processes while identifying opportunities to improve efficiency and impact.
• Collaborate Cross-Functionally:
  • Partner with Support, Product, Marketing, and Partnerships to resolve customer needs and improve the experience.
  • Share customer insights and trends to inform product improvements and go-to-market strategies.
  • Contribute to team learning through retrospectives, feedback, and shared best practices.

Qualifications

• 1–3 years of SaaS customer-facing experience (Customer Success, Account Management, or similar).
• Experience using Salesforce or a similar CRM.
• Strong written and verbal communication skills.
• Comfort leading customer conversations around value, adoption, and renewals.
• Experience working with customers in a virtual environment.

Helpful Experience

• Experience managing a high-volume or scaled book of business.
• Familiarity with tools such as Outreach, Intercom, or similar engagement platforms.
• Experience executing lifecycle campaigns or customer programs.
• Practical experience using AI tools (e.g., ChatGPT, Gemini) to improve productivity and communication.

Traits That Lead to Success in This Role

• Proactive - you anticipate customer needs and take action early.
• Customer-focused - you are motivated by helping customers achieve outcomes.
• Organized and disciplined - you manage a high-volume portfolio with strong prioritization and structure.
• Systems-minded - you think in processes, workflows, and scalable solutions.
• Curious and analytical - you use data to guide decisions and improve performance.
• Adaptable - you’re comfortable evolving processes as we grow.

Benefits

• Remote first environment - choose where you work with our remote-first work environment.
• Work/life balance - we pride ourselves on having a great work/life balance.
• Make an impact - you will play an integral role in our success and be part of strategic collaboration.
• Great team - we’re a fun group highly aligned on our core values including “Respect your colleagues, customers, and company” and “You be you.”

Company Description

Spark Hire is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We require all candidates that receive and accept employment offers to complete a background check before being hired.