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Humanly is an AI-native hiring software platform that automates high-volume recruiting for enterprise customers including Microsoft, Domino's, and MGM Resorts. The company recently closed a $25M Series B and is headquartered in Bellevue, WA.
You will serve as an Enterprise Customer Success Manager, owning a portfolio of strategic accounts and driving retention, adoption, and expansion. This is a senior individual-contributor role reporting to the Chief Customer Officer, combining enterprise relationship management, recruiting operations expertise, and commercial acumen.
Key responsibilities include:
**Enterprise Relationships**: Build trusted relationships with executive sponsors, economic buyers, and stakeholders across accounts. Develop multi-threaded stakeholder strategies to ensure account health doesn't depend on a single champion. Lead quarterly executive business reviews focused on customer outcomes and business impact.
**Customer Outcomes & Adoption**: Create and maintain strategic account plans including desired outcomes, risks, stakeholder maps, and growth opportunities. Establish measurable success criteria and track progress. Maintain current account health visibility and address risks proactively. Coordinate with Support, Implementations, Product, and other teams to deliver customer outcomes.
**Retention & Growth**: Own renewal outcomes and maintain accurate forecasts for your portfolio. Lead complex renewal and expansion conversations in partnership with Sales and Growth. Identify, qualify, and advance expansion opportunities with clear business cases.
**Voice of the Customer**: Advocate for customers across Product, Support, and Implementations. Identify patterns across accounts and translate customer insights into actionable internal feedback. Escalate risks early with recommended paths forward.
In your first 90 days, you will develop deep understanding of account stakeholders, goals, risks, and opportunities; build current account plans and health assessments; independently lead at least one executive business review; and surface meaningful risks or opportunities not previously visible.
Success is measured by strong enterprise gross retention, accurate renewal forecasting at least one quarter in advance, consistent executive engagement, expansion opportunities generated through demonstrated value, and early risk communication with no surprises.
**Requirements**:
- Significant experience managing enterprise customer relationships with direct ownership of retention outcomes
- Track record navigating complex, multi-stakeholder accounts and communicating credibly with executives
- Strong knowledge of recruiting operations, including hiring workflows, candidate experience, and funnel metrics
- Commercial confidence to build and defend value cases and lead renewal conversations
- Proactive, structured approach to account planning, risk management, and prioritization
- Clear, direct communication skills, especially when sharing difficult news or escalating risk
- Ability to work independently and create structure in a fast-moving environment
