Job Title: Customer Success Manager ( IT staffing )
Location: Remote (Must reside in the Chicagoland area)
Travel: Local travel to client sites and occasional industry events
At Cloud 9 Solutions, we're committed to delivering innovative and impactful hiring solutions that empower our clients to thrive. We take pride in building meaningful partnerships and providing an exceptional customer experience. As we grow, we're looking for a dedicated Customer Success Manager (CSM) to join our team and help elevate client satisfaction, retention, and success.
Role OverviewAs a Customer Success Manager , you will serve as the primary point of contact for our customers. You'll be responsible for building strong relationships, understanding each customer's hiring needs, and ensuring they receive maximum value from our services. This client-facing role is critical to customer retention, satisfaction, and long-term engagement.
Key ObjectivesBuild and nurture long-term relationships with key clients.
Understand clients' hiring needs and align Cloud 9's services accordingly.
Ensure high levels of satisfaction, engagement, and retention.
Act as the voice of the customer internally by sharing feedback and advocating for client needs.
Collaborate cross-functionally to deliver a seamless experience and successful candidate placements.
Onboard new customers and guide them through the Cloud 9 Solutions process.
Maintain relationships with established customers and continue to guide them through the Cloud 9 Solutions staffing process.
Conduct regular check-ins and business reviews with customers to assess progress and gather feedback.
Support the fulfillment of customer hiring needs by collaborating with recruitment teams.
Serve as a bridge between clients and internal teams to ensure clear communication.
Manage customer escalation and ensure issues are resolved quickly and effectively.
Attend local client meetings and relevant industry events.
5+ years of experience in customer success or account management in IT staffing .
Proven track record of customer retention and successful onboarding.
Strong communication, interpersonal, and customer relationship skills.
Excellent problem-solving, critical-thinking, and organizational abilities.
Comfortable with local travel and attending in-person client meetings.
Familiarity with Applicant Tracking Systems (ATS) .
Experience using customer success tools such as ZoomInfo.
Background in managing large enterprise-level accounts.
Skilled at handling customer escalations with tact and professionalism.
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