• Chief Services Officer

    Location US-NJ-Holmdel
    # of Openings
    Business Support
    Posting Level
  • Overview

    Do you have demonstrated experience scaling SaaS organizations and practices for services for at least $500 million in revenue? Have you done this across multiple foot-in-door products, geographies and segments? We’re looking for a driven, passionate leader to join our team as our Chief Services Officer, where you’ll oversee Professional, Customer Success and Technical Support Services and enable iCIMS to achieve its customer retention objectives. As a member of the Executive team, you’ll report to the President and COO and will be accountable for driving our Services Retention Strategy and supporting our go-to-market strategy through the design and delivery of strong platform adoption, customer engagement, and user community programs and practices. If you’re a strategic, poised inspirational leader who shares our commitment to providing a customer service experience second to none, this could be your next big thing.


    iCIMS extends a work culture unlike any other East Coast-based technology provider. We focus on hiring candidates who display our seven core competencies: passion, drive, transparency, adaptability, empathy, kaizen and customer commitment. If you eat, sleep, and breathe our competencies and desire to work in a casual yet results-driven environment that embraces innovation, then you’re just what we’re looking for!


    iCIMS is a high-growth Software-as-a-Service (SaaS) company that’s routinely voted one of the Best Places to Work in New Jersey. We are the industry's premier recruitment software provider, delivering technology that supports approximately 4,000 contracted customers around the globe. Committed to both growth and stability, we have a lot of opportunities for career advancement within our organization. Come grow with us—apply today!




    • Collaborate with the executive team to create our Retention Strategy and be accountable for the execution to plan.
    • Understand the drivers of customer retention to inform our service, platform adoption, and customer engagement plans.
    • Develop and implement a Service strategy that builds customer loyalty and lifetime value through the design and delivery of efficient and effective professional services, customer success, and support.
    • Monitor retention challenges to determine in advance the level of risk to obtaining desired goals and what adjustments should ultimately be implemented to achieve retention targets and accelerate customer growth.


    • Set overall Services structure to ensure resources are cost effectively allocated and aligned to our Retention and Services strategy.
    • Ensure that envisaged Services strategies are implemented through requisite ownership, alignment and support of all stakeholders connected with the organization.
    • Ensure the definition and implementation of Practices and Systems necessary to scale Services across multiple foot in door products, geographies and segments.
    • Establish and maintain relevant decision making, controls and feedback governance to monitor and measure the operations of the Services functions.
    • Proactively partners with leaders across the business on initiatives that will have a positive impact on growth, retention, and/or the Customer Experience.
    • Partner very closely with our sales teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them.
    • Oversee and drive the Budget management across the Services functions.


    Team Leadership & Accountability

    • Build a merit-based culture of execution and accountability, and maintain a high performance, yet fun, dynamic work environment which appeals to top talent.
    • Lead and mentor both direct and indirect reports in a matrixed environment through major change and transformation with the goal of improving their professional expertise and better serving business initiatives.
    • Challenge and develop talent over time and manage team members’ performance, including through establishing functional and individual objectives and performing applicable assessments.
    • Work effectively as a team member with other members of leadership to continually improve alignment of each functional group to support the Services Strategies.
    • Ensures that business is conducted with integrity at all times and behavior aligns with iCIMS’ core competencies and practices.
    • Report regularly to the company, Board of Directors and investors.
    • Work well with our primary private equity owner, Vista Equity Partners, embracing and adding to library of best practices and contributing to Vista’s strong community of companies and leaders.
    • Act as a representative of the Company at industry affiliations, functions, events, etc.


    • 15+ years of Global B2B leadership experience in Enterprise Software or Software-as-a-Service, with at least 5 years of successfully managing operational and functional leaders across multiple Service functions.
    • Ability to set strategy and participate in business planning initiatives at the C-level.
    • Experience leading and scaling SaaS service organizations and practices to at least $500 million revenue globally.
    • Strong experience hiring and developing high-performing leaders.
    • Ability to drive and manage change agenda across functionally and geographically distributed organizations.
    • Demonstrated commitment to exceptional customer experience.
    • Fueled by a strong desire to achieve, with proven experience to inspire passion and drive with an adaptability to succeed in an entrepreneurial and fast-paced growth environment.
    • Track record of disciplined execution that creates cross-functional alignment and delivers predictable outcomes.
    • Learn-it-all vs know it all with strong intellectual curiosity to develop and embrace new best practices and build a “learning” culture.
    • Combines competitiveness with empathy, along with a high-level of personal and professional integrity.
    • Bachelor’s degree required. Master’s degree is a plus.
    • Ideally lives in NY/NJ area and be willing to travel ~10% of time.

    iCIMS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other characteristic protected by law.


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