About the role

Role Overview

As a Customer Success Manager, you’ll serve as the primary strategic partner for assigned customers, driving adoption and measurable outcomes using the iCIMS Talent Cloud. You’ll build and manage success plans tied to customer goals, monitor health and risks, and collaborate cross-functionally to deliver a consistent customer experience.

Responsibilities

Complete advanced product and industry training to develop deep expertise in iCIMS Talent Cloud solutions.
Lead regular customer touchpoints (agenda-driven conversations, adoption reviews, and outcome checkpoints).
Create and maintain success plans linking customer goals to measurable outcomes; update plans as priorities change.
Monitor customer health in Gainsight, identify risks early, communicate impact, and implement mitigation plans.
Provide adoption insights and success narratives to support Account Management in EBRs/QBRs and renewal strategy.
Support expansion efforts by advising Account Management on opportunities based on usage signals and workflow maturity.
Communicate roadmap releases and facilitate product engagement requests to increase adoption of new features.
Drive customer education and best-practice enablement via Community, Academy, and self-service resources.
Coordinate internal resources to resolve issues and deliver projects; escalate with clear context and recommendations.
Collect and relay product feedback to improve customer experience and align roadmap priorities.
Foster customer advocacy through references, testimonials, and participation in community programs.

Requirements

2–5+ years in Customer Success, Account Management, Implementation, Consulting, or another customer-facing SaaS role focused on adoption and retention (or TA technology experience).
Demonstrated ability to use data/analytics to produce actionable insights and recommendations.
Strong relationship-building skills across stakeholder levels.
Proven prioritization and case management across competing customer needs.
Experience managing a book of business in a SaaS environment.
Familiarity with Gainsight (or similar CS tooling) and CRM workflows.

Nice to Have

Familiarity with TA technology outcomes and industry knowledge related to enterprise hiring platforms.

About ICIMS

iCIMS is an enterprise hiring platform that combines scalable, reliable enterprise software with AI-powered insights. It helps organizations across many countries manage end-to-end recruiting and talent acquisition, turning hiring into a competitive advantage through measurable business impact.