• Customer Success Manager

    Location US-NJ-Holmdel
    # of Openings
    Customer Operations
    Customer Success Majors
    Posting Level
  • Overview

    Are you someone with a consultative, customer-oriented focus and superior organizational skills? A key member of our Customer Adoption team, the Customer Success Manager (CSM) I helps drive product adoption within our majors accounts, stepping in post implementation to help the customer master their configuration, educate them on functionality and proactively monitor usage to ensure they’re taking full advantage of the system. In this role, you’ll be responsible for managing multiple projects, identifying what’s important for each customer, setting individual milestones and keeping him/her on track. We’re looking for someone who’s flexible, adaptable, and who doesn’t operate solely in black and white—someone who’s comfortable dealing with ambiguity and making recommendations, and who is able to tailor those recommendations to the individual they’re working with. If you’re a proactive problem-solver, let’s talk!


    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!


    • Gathers business requirements and identifies a long term adoption plan for each customer based on ability to determine the criteria and needs of each individual customer 
    • Manages several customers at once with varying complexity 
    • Modifies / Configures the iCIMS platform to meet customers’ needs (Post-Implementation) 
    • Implements product components that are not completed during initial implementation (i.e. Hiring Manager access, Social Distribution) 
    • Proactively monitors customer platform usage and reaches out to Point of Contact as needed 
    • Provides platform educational guidance tailored to the specifications of the customer’s system and supplements with readily-available training modules to address specific areas 
    • Works closely with other areas of the Company, including Technical Support and Account Management, to ensure customer needs are met while meeting internal objectives 
    • Maintains up-to-date knowledge about the fundamentals, processes, and terminology of corporate recruiting environments, as well as a strong understanding of SaaS software products and the benefit impact such systems introduce to iCIMS customers 
    • Promotes a proactive approach to exceeding customer expectations 
    • Sets a positive example by demonstrating excellent productivity, company focus, and incorporating our core values into your daily routine  
    • Serves as an iCIMS software expert 
    • Responsible for the overall success of the project and satisfaction of the Customer 
    • Consistently ensure business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies


    • 1+ years of relevant experience 
    • Passionate about problem solving, relationship building and creating customer loyalty. 
    • Exceptional written and verbal communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively. 
    • Ability to effectively overcome customer concerns and create a win-win outcome. 
    • Demonstrated interest in current technologies 
    • Time management capabilities 
    • Accountability to technical issues and customer experience/resolution 
    • Demonstrated customer service orientation 
    • Ability to manage multiple persona types 
    • Attention to detail 
    • Ability to effectively manage meetings  
    • Understands the fundamentals, processes and terminology of corporate recruiting environments, as well as a strong understanding of ASP/SaaS systems and the benefits such systems introduce to new iCIMS customers  
    • Knowledge of Recruiting and/or Human Resources practices preferred; PHR certification a strong plus 
    • Working knowledge of and ability to explain system-to-system integrations 
    • Value demo certification 

    Education/Certifications/Licenses Required

    • BA/BS or equivalent experience preferred



    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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