Manager, Customer Success Strategic Accounts

Employ is transforming how hiring gets done. With our three ATS solutions - Jobvite, Lever, and JazzHR - plus cutting-edge AI Companions, we free recruiters from admin work and give them more time for what matters: connecting with people. More than 26,000 global customers rely on Employ to make millions of candidate connections each year, helping them hire smarter, faster, and at scale. From growing startups to the world’s most recognized brands, we’re redefining what’s possible in talent acquisition.
We’re a fast-moving, remote-first team of builders and innovators who live our people-first philosophy every day. We back it up with flexible work scheduling and paid time off, comprehensive benefits, and career development opportunities that help you thrive. At Employ , you won’t just grow your career - you’ll help millions of others grow theirs.
Come join our team where we have each other’s backs, champion our customers, hold ourselves accountable, and shape what’s next in talent acquisition.
Candidate Safety Notice

Please note, employ takes candidate safety seriously. Employ recruiters and employees communicate only via official @employinc.com email addresses. We will never request payment or personal financial information during the hiring process. If you receive suspicious outreach claiming to be from Employ , please report it to .

About the Opportunity – Manager, Customer Success Strategic Accounts
The Customer Success Leader leads a team of Customer Success Managers supporting our High Touch and Strategic Accounts, supporting strategic customers using the Lever Applicant Tracking System, driving retention and expansion across this high-value portfolio and partnering cross-functionally to ensure these customers achieve ongoing adoption and value from our products. This role carries direct responsibility for retention through renewal conversations, ensuring the team proactively owns the renewal process and outcomes across their book of business. It blends people leadership, strategic account planning, and operational rigor to deliver measurable results for our most complex, highest-value customer relationships.

About the Team:
The Customer Success team is dedicated to helping our customers get the most value from Employ ’s solutions while building strong, lasting partnerships. Our High Touch and Strategic Accounts team supports some of our most complex and high-value customers, working collaboratively to drive adoption, strengthen relationships, and support long-term retention and growth. We’re a customer-focused team that values collaboration, accountability, and delivering meaningful outcomes for our customers.

What You’ll Do:

-
Lead, mentor, and set clear performance expectations for a team of CSMs, conducting regular evaluations and providing timely, constructive feedback.

-
Foster a culture of collaboration, accountability, and continuous improvement, while challenging team members to grow their capabilities and capacity.

-
Recruit and hire talent aligned with our core values and business needs; support onboarding so new hires ramp effectively.

-
Run structured 1:1s with every CSM that inspect (not just review) the full book of business — escalations, OKR pacing, risk/cancellation forecasting, and renewal pipeline — coaching before taking ownership so CSMs build their own judgment.

-
Dedicates regular time to live or recorded call review (e.g., Gong), providing documented coaching on renewal discovery, negotiation, value/ROI framing, and objection handling.

-
Run weekly team meetings covering pipeline, wins, and best practices; audit CRM/CS platform data quality and coach on gaps.

Customer Relationship Management & Renewals

-
Manage executive-level relationships across High Touch and Strategic Accounts and personally lead or support renewal conversations on the most complex, high-risk, or highest-value accounts.

-
Guide CSMs on strategy, problem-solving, and relationship-buil