Customer Success Manager

Having raving fans has been, and will always be, one of our most critical competitive advantages. The Customer Success Manager is an individual contributor on a high-performing team redefining the client-vendor relationship with our enterprise customers. This role owns the end-to-end customer lifecycle, including adoption, value realisation, and renewal execution, earning trust through a unique engagement model designed to drive measurable Hiring Success.

What you’ll deliver:

• Serve as the primary point of contact for a portfolio of large enterprise customers, owning retention, growth, and value realisation across all assigned accounts
• Own the end-to-end customer lifecycle, including adoption, value delivery, renewal readiness, and expansion opportunities
• Assume full responsibility for contract renewals, including commercial discussions, renewal strategy, and execution for your customer portfolio
• Proactively prepare customers for renewal by articulating value delivered, outcomes achieved, and ROI through clear, executive-ready presentations and materials
• Partner closely with the Global Renewals Manager and Sales Operations to prepare renewal quotations, order forms, and all related contractual documentation
• Maintain accurate and up-to-date renewal and opportunity data within internal systems to support forecasting, reporting, and renewal governance
• Develop and execute account growth strategies, identifying upsell and cross-sell opportunities aligned to customer goals and outcomes
• Collaborate with Account Executives on expansion opportunities for additional products, modules, or services
• Proactively identify and manage renewal and revenue risk, raising and owning Red Account plans in partnership with internal stakeholders to drive timely remediation
• Own product adoption and utilisation, ensuring customers are educated on best practices, new features, and product releases
• Support customers with release readiness, identifying opportunities to leverage product innovations to increase value and long-term impact
• Partner with customers to define desired business outcomes and build success plans focused on measurable value and ROI
• Build strong, trusted relationships with stakeholders at all levels, delivering compelling Value Reviews that reinforce confidence and long-term partnership
• Provide strategic guidance and best-practice recommendations, connecting customers to internal experts, resources, and where appropriate, peer customers
• Use available insights and data to conduct regular customer health checks, identifying risks and opportunities to improve adoption, engagement, and satisfaction
• Actively build customer advocacy, identifying referenceable customers, case studies, and success stories to support growth opportunities
• Act as the voice of the customer, gathering and synthesising feedback to drive continuous improvement across product, services, and internal processes
• Collaborate closely with cross-functional teams to ensure customers achieve desired outcomes, while setting and managing expectations around timelines, resources, and delivery
• Participate in ongoing training to maintain deep product and solution expertise, ensuring high-quality guidance and support for enterprise customers

Success in the role requires a real team mentality, ability to work across different teams with disparate needs, creativity, and original thinking to actively identify new and different approaches to delivering Hiring Success to our install base.

Qualifications

• 2+ years experience in a B2B client-facing role (customer success, professional services, sales, or account management)
• Demonstrated technical acumen and experience supporting customer implementation, adoption, and/or optimization of SaaS solutions
• Domain expertise in recruitment and talent management is essential. Experience in working with HRIT is an advantage
• Experience in working with customers on both a strategic and technical level is essential
• Strong data literacy and an understanding of core TA Metrics. Ability to use data to identify opportunities and communicate value to customers
• Proven track record of driving issues to resolution and advocating on behalf of a customer.
• Demonstrated time management and communications skills
• Demonstrated ability to plan and execute against customer priorities and expectations
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Service Excellence
• Experience with SaaS solutions such as Salesforce, ServiceNow, SAP, Workday and/or customer success supported platforms preferred

• • Available to travel up to 10%.

Sutherland is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.