Customer Success Manager

Role Overview

You will build trusted relationships with Talent Acquisition teams, understand their hiring priorities and work closely with customers to improve hiring outcomes through Archer. Combining customer insight, commercial ownership and Archer’s unique market intelligence, you will help customers make better hiring decisions, adopt AI-powered hiring workflows and realise measurable business value.

You will own the customer lifecycle from onboarding through renewal, ensuring customers continue to succeed while identifying opportunities to grow the partnership over time.

This is a highly commercial Customer Success role that requires strong relationship management, commercial awareness and a passion for helping customers transform how they attract talent.

Objectiv

eBy combining strong customer relationships, commercial ownership, and data-driven recommendations, you will improve hiring outcomes, retain and grow revenue, and help customers continuously evolve their talent-attraction strategies

.Success in this role is measured by customer outcomes, revenue retention and your ability to create long-term value for both your customers and hackajob

.
The Customer Success Manager is responsible for the long-term success and commercial growth of their portfolio. Through proactive customer management, successful Archer adoption, and measurable customer outcomes, they are responsible for delivering Net Revenue Retention through renewals, expansion, and long-term customer valu

e.
Key Responsibilit

ies
1. Own Your Customer Portf

olioTake full ownership of the customer relationship across your portfolio. You w

• ill:Build trusted relationships with recruiters, Talent Acquisition leaders and hiring stakehold
• ers.Develop Success Plans aligned to customer hiring priorit
• ies.Maintain a proactive understanding of customer hiring demand, organisational changes and future workforce pl
• ans.Own customer health, identifying risks early and implementing success plans before they become commercial iss

ues.2. Deliver Customer Value Through Ar

cherHelp customers maximise the value they achieve from Archer. You w

• ill:Lead customer onboarding and adoption of Arc
• her.Partner with FDEs to ensure Archer is optimised for every custo
• mer.Drive customer adoption through workflow optimisation, calibration and enablem
• ent.Deliver business reviews that clearly demonstrate measurable hiring outcomes and the value customer is getting from Arc
• her.Use Archer data and customer insight to recommend improvements that increase recruiter productivity and hiring succ

ess.3. Own Commercial Perform

anceTake responsibility for retaining and growing your portfolio. You w

• ill:Own renewal conversations and commercial negotiations across your accou
• nts.Use frameworks like MEDDPICC to forecast revenue accurately and proactively manage renewal
• riskIdentify, qualify and progress expansion opportunit
• ies.Position multi-year agreements where appropri
• ate.Build commercial success plans that maximise NRR across your portfo

lio.4. Drive Growth Through Customer Suc

cessCreate opportunities for customers to realise more value from Archer. You w

• ill:Identify opportunities to expand Archer into new teams, hiring programmes and business un
• its.Use customer insight to recommend new use cases and product capabilit
• ies.Build stakeholder relationships that create long-term commercial opportunit
• ies.Partner with Product, Marketing and Sales where appropriate to maximise customer va

lue.5. Shape the Future of Ar

cherRepresent the voice of customers across hackajob. You w

• ill:Partner closely with Product, Engineering and Leadership to influence Archer’s roadmap through customer insi
• ght.Identify emerging hiring trends, workflow challenges and opportunities to improve the customer experie
• nce.Share customer learnings and best practice across the Customer Success organisat
• ion.Help shape the future of AI-powered hiring by ensuring customer feedback directly informs product developm

ent.6. Operate Efficiently at S

caleUse technology, automation and AI to maximise customer impact. You w

• ill:Leverage AI to automate administrative work and increase customer-facing t
• ime.Use customer health data and success signals to prioritise your portfolio effectiv
• ely.Encourage customers to adopt scalable self-service resources where appropri
• ate.Continuously improve the way Customer Success operates by embracing new technology and AI-powered workfl
• ows.Contribute to scalable processes and best practices that enable the wider team to succ