Customer Success Manager

About RefAssured:

RefAssured is a provider of automated reference checking solutions and candidate performance insight for the staffing industry. With an extensible platform designed to improve efficiency, speed placements, provide hire quality, and unlock growth opportunities, RefAssured does more than just verify references – it validates decision-making. With more than one million references processed and 20 million data points on the most employable skills of the future, RefAssured is a platform for human potential.

Overview of the role:

As a Customer Success Manager at RefAssured, you will play a pivotal role in ensuring the satisfaction and success of our customers. You will be responsible for working directly with our customers to build strong client relationships, providing exceptional support and driving the adoption of our platform. You will work closely with cross-functional teams to implement, configure, train, gather customer feedback, identify opportunities for improvement, and champion initiatives to enhance the overall customer experience. This person will assist with the full customer-facing life cycle, post-sales, to ensure that our customers can realize all of the features and benefits of the RefAssured platform.

Responsibilities:

• Manage relationships with assigned accounts, including onboarding, training, and support
• Deliver product demos, walkthroughs, and training sessions
• Maintain account notes, ticket history, and customer activity in the CRM/CS platform
• Identify upsell opportunities and support contract renewals
• Track success metrics, monitor account health, and address risks proactively
• Respond to support tickets and ensure timely resolution
• Create training materials, slideware, FAQs, and knowledge base resources
• Coordinate and support customer check-ins, EBRs, and QBRs
• Gather customer feedback and share insights with the appropriate internal teams
• Partner with staffing agency users, executives, and implementation managers to drive
  adoption and success

Skills:

• Knowledge of staffing/recruiting industry workflows strongly preferred
• Software implementation experience in staffing a plus
• Strong organizational skills and ability to manage multiple accounts
• Skilled at presenting to groups and creating training content
• Able to work independently in a remote-first environment
• Passion for delivering an exceptional customer experience

Culture:

RefAssured is an uncommon company. We’re all tightly aligned as a team and supportive of each other. The culture is warm and collegial and relaxed. We celebrate each other’s victories and believe in each other. We are obsessed with customer experience and making sure our customers enjoy working with us and feel energized by it. We care about the industry we serve and believe in the quality and capability of our platform. We have fun and support each other. Integrity, empathy, and respect for each other and everyone we serve are all core to how we operate.