From the listing
About the role
At Springworks, we're on a mission to revolutionize the world of People Operations. Our tools and products have empowered over 500,000+ employees across 15,000+ organizations and 60+ countries.
Our product stack under SpringVerify includes SpringVerify, a B2B background verification platform; Hire, for AI interviews, proctoring and assessments; Engage, an employee recognition and engagement platform; and a new vertical code named Patronus.
We're looking for a Customer Success Associate / Manager to help build and scale the customer success function for a brand-new business vertical. As an early member, you'll have significant ownership and influence over the customer experience, systems, and processes.
What you'll do
- Own the customer onboarding journey from handover through successful implementation and the lifetime journey.
- Understand customer goals, requirements, and use cases, and ensure customers adopt the product/service effectively and realise value quickly.
- Coordinate with internal teams to resolve onboarding and implementation requirements.
- Create and improve onboarding processes, documentation, and playbooks.
- Build strong, trusted relationships with customers and key stakeholders, acting as their primary point of contact.
- Conduct regular customer check-ins, reviews, and business conversations to understand challenges, feedback, and evolving requirements.
- Proactively identify potential issues before they become problems.
- Drive product/service adoption and engagement, monitor customer health, and identify accounts requiring additional attention.
- Own customer retention and work closely with Sales to identify and convert expansion, cross-sell, and upsell opportunities.
- Track customer outcomes and demonstrate the value delivered.
- Help define the Customer Success journey and build the first CS operating model, including customer segmentation, onboarding journeys, health scoring, engagement cadences, renewal processes, and escalation frameworks.
- Build playbooks for onboarding, adoption, renewals, escalation, and expansion.
What they're looking for
- 2–6 years of experience in Customer Success, Account Management, Client Servicing, Relationship Management, or a similar customer-facing role.
- Strong communication and relationship-building skills.
- Ability to understand customer requirements and translate them into actionable solutions.
- Strong ownership and ability to independently manage a portfolio of customers.
- Comfortable working in an ambiguous, fast-changing environment.
- Strong problem-solving and analytical skills.
- Ability to collaborate effectively with Sales, Product, Operations, and Support teams.
- Experience working with CRM or customer success tools.
- Commercial understanding and an ability to identify expansion opportunities.
- A customer-first mindset with strong attention to detail.
Nice to have
- Enjoy building things from scratch rather than following an established playbook.
- Are comfortable with ambiguity and figuring things out independently.
- Naturally take ownership of customer problems.
- Enjoy speaking with customers and understanding their business.
- Can balance customer empathy with commercial thinking.
- Learn quickly from feedback and are willing to experiment.
- Want your work to have a direct impact on a new business line.
- Are excited about growing into a leadership role as the vertical scales.
Benefits, as listed
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