Customer Success Manager

Customer Success Manager

About Skima AI:

We build AI-powered recruitment software that scores, screens, and ranks candidates automatically within the ATS a client already uses.

Each pilot runs for 30 days across four touchpoints: a kick-off call where you agree success criteria with the client, an onboarding call once the integration is live, a health check at day 18, and a final call where you either close the conversion or agree a clear next step. You will manage the pilot dashboard, coordinate with our solutions engineer on integration timelines, prepare proposals, and run ongoing check-ins for clients already on annual plans. The person who succeeds in this role is the reason clients feel like someone is genuinely invested in their outcome, not just managing a process.

What you will own:

1. The full 30-day pilot lifecycle for every client.
2. Success scorecards agreed with each client on day one, tracked weekly.
3. Pilot health dashboard, kept live and accurate at all times.
4. ACV proposals and ROI summaries for conversion calls, actively identifying opportunities to upsell premium features or cross-sell multi-department licenses during the conversion phase.
5. Monthly rhythm for existing annual contract clients, maintaining strong relationships to drive retention and expand account revenue through strategic upselling.
6. Coordination with the engineering team on integration go-lives and open issues.

What we are looking for:

1. 3 to 4 years in customer success, account management, or implementation at a B2B SaaS company.
2. Commercial mindset: Proven experience in expansion revenue, with a track record of successfully driving upselling and cross-selling opportunities within an existing book of business.
3. You have managed several accounts simultaneously and know how to keep things from slipping quietly.
4. You are a clear, direct communicator in writing and on calls. You prepare before client conversations, not during them.
5. You are comfortable working without a lot of hand-holding, and you know when to escalate and when to handle it yourself.

What to expect:

Small team, high ownership, direct access to founders. You will have a documented process to work from on day one, not a blank page.

There is a clear path to CS Lead as the team grows. Some of the current pilots have integration issues being worked through, which is part of why this role exists.