Sr. Business Customer Success Manager



Job Description

Job Overview

As a Sr. Business Customer Success Manager, you’ll partner with internal collaborators as you support customer requests on a project basis. Equipped with leading industry tools including Gainsight, you’ll guide customers and help to continually update mutual success plans. With the support of internal cross-functional subject matter experts, you'll support customers with functionality and walkthrough requests as you provide superior experience resulting in a high rate of renewals. For some accounts, you'll also provide forecast reporting.


This position will be hybrid to iCIMS HQ in Holmdel, NJ. 2 days per week in the Holmdel office and the remaining days are remote-based. 

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do outstanding things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.


  • Successfully complete company training programs to build expertise in the iCIMS Talent Cloud products and TA industry.
  • Partner with cross-functional teams including account management and professional services to understand customer business objectives, products purchased, challenges, hiring strategy and maturity, technology stack, and more.
  • Leverage Gainsight and analytics platforms to build a deep understanding of customer adoption, data insights, and process while understanding overall account health.
  • Collaborate with the Account Manager to support the business review process by providing relevant account data.
  • Partner internally on the overall customer journey to ensure customer satisfaction. This may include supporting a customer with questions about the solutions, providing best practices, conducting high level training, and/or routing questions to the appropriate resource.
  • Support customer understanding of the iCIMS support model and training resources to drive proficiency and self-service capability.
  • Effectively prioritize customer projects to ensure achievement of SLAs while keeping internal partners informed.


  • 5 years of experience in a customer facing role for a solutions-based organization with accountability for customer support, renewals, expansion, or training, or experience in a talent acquisition/human resources role.
  • A passion for assisting customers solve business issues with advanced technology solutions.
  • Ability to use data and analytics to create practical insights to build customer strategic plans.
  • Experience forming relationships with multiple customer personas to align business goals to technology strategy and support their continued success.
  • Ability to prioritize contending requests from customers, partnering internally with key collaborators to ensure success.


  • Experience in a talent acquisition/human resources role

EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.

We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at

Compensation and Benefits

The target total compensation for this role is around $65,000-75,000 OTE. Compensation will be based upon experience.

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure.  Learn more here: