Customer Success Manager

February 27

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Bryq

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Bryq is a talent management and acquisition platform that optimizes hiring decisions by evaluating both hard and soft skills using objective data. It aims to streamline the hiring process by integrating with ATS and HRIS systems, offering detailed insights into skill requirements and cultural alignment for various roles. By leveraging data-driven models and insights from I-O psychologists, Bryq helps businesses make strategic, long-term hiring decisions and maximize workforce potential. The platform includes a comprehensive assessment tool for both pre-hire and ongoing talent management, aiming to improve employee retention and performance by aligning core cultural pillars and essential traits with business KPIs.

Human Resources • Hiring • Pre-employment testing software • Aptitude tests • Personality tests

11 - 50 employees

🎯 Recruitment

👥 HR Tech

☁️ SaaS

💰 Seed Round on 2022-06

📋 Description

• In this role, you will serve as a trusted advisor to our clients, ensuring they gain maximum value from Bryq, our online assessment platform. • You will blend account management responsibilities—such as nurturing client relationships and identifying growth opportunities—with a customer success focus on adoption and satisfaction, plus a hands-on support function for troubleshooting and process improvements. • Act as the primary point of contact for assigned accounts, developing a thorough understanding of their goals and challenges. • Build and maintain strong, long-term relationships by conducting regular check-ins and business reviews. • Identify opportunities for upselling and cross-selling, presenting additional services or features that align with client objectives. • Work closely with the Sales and Product teams to tailor solutions and ensure renewals are seamless. • Drive client success by monitoring usage patterns, adoption rates, and overall satisfaction levels. • Develop strategic plans with clients to align Bryq’s offerings to their evolving needs, ensuring measurable outcomes. • Track and analyze KPIs (e.g., retention, NPS, and engagement) to gauge client health and proactively address risks. • Advocate for customers internally by relaying feedback to Product, Marketing, and other relevant teams. • Provide first-line support for client inquiries via phone, email, or chat, diagnosing and resolving issues efficiently. • Escalate complex technical problems to specialized teams when necessary, ensuring prompt follow-up and resolution. • Maintain an up-to-date knowledge base, including FAQs and troubleshooting guides, to empower clients to self-serve. • Track and log support interactions to identify trends, reduce recurring issues, and continuously improve response processes. • Deliver comprehensive onboarding experiences for new clients, covering product setup, best practices, and initial troubleshooting. • Create and maintain training materials—such as video tutorials, documentation, and step-by-step guides—to support ongoing client education. • Facilitate group or one-on-one training sessions to deepen product knowledge and drive user adoption. • Develop and refine checklists, playbooks, and SOPs that enhance both the client experience and internal workflows. • Collaborate with cross-functional teams (Product, Data, Engineering) to streamline processes and implement automation where possible. • Identify and recommend tools or practices to optimize day-to-day client engagement, support, and success initiatives.

🎯 Requirements

• Bachelor’s degree in Human Resources, Business, Marketing, or a related field. • Minimum of 3 years of experience in account management / customer success role (preferably in HR Tech or SaaS). • Excellent English language skills, both written and verbal. • Strong communication and interpersonal skills, with a passion for building and sustaining client relationships. • Analytical mindset, able to interpret usage data and KPI trends to guide strategic decisions. • Technical aptitude to understand the platform’s features and assist with troubleshooting. • Process-oriented, with experience creating documentation and improving workflows. • Results-driven focus on client satisfaction, retention, and overall success.

🏖️ Benefits

• Join a fast-growing HR tech company making a real impact in the future of work • Work in a dynamic, international environment with experienced professionals • Competitive salary and benefits package • Attractive commission scheme for renewals and upselling • Flexible working model