Customer Success Manager

About Us

LANDED is a leading end-to-end recruiting platform designed to help businesses efficiently hire top talent. We streamline the hiring process for General Managers by automating candidate sourcing, engagement, and interview scheduling. Our advanced matching technology and Generative AI capabilities connect employers with suitable candidates by screening over 50 data points, ensuring faster and better hires. We serve over 700 companies, including well-known brands like CAVA, Blaze Pizza, Panera, Dave’s Hot Chicken, and McDonald’s, and have more than 1,000,000 hourly workers on our platform. LANDED has secured $11.4M in funding from prominent Silicon Valley investors such as Javelin Venture Partners, Lightspeed Venture Partners, Blockchain Capital, and the founders of successful companies like Warby Parker, Allbirds, Harry’s, Deel, and ThinkFoodGroup.

About The Role

Reporting to the Head of Client Strategy, this role involves leading strategic initiatives and contributing to the company's growth by creating value for both existing and new customers. As part of a dynamic and expanding team, your responsibilities will evolve rapidly. We seek individuals who can execute swiftly, solve complex problems, and develop long-term solutions that can be integrated as new processes, products, or features. Joining us during a period of significant growth offers an exceptional opportunity for ownership and professional development.

This position blends account management, product management, relationship building, and data analytics. Client Strategists act as advocates for customer needs, collaborating cross-functionally with our entire team, including founders and business leaders. By working closely with clients on both strategic and tactical levels, you will gain valuable insights into our product and market, directly influencing our product roadmap and improving business operations.

What You’ll Do

• Manage the success of mid-market clients, overseeing onboarding, product adoption, and retention.
• Develop and meticulously track key performance indicators to ensure client expectations are met and exceeded.
• Demonstrate client ROI and value, proactively identifying potential risks and opportunities.
• Gain a deep understanding of clients' hiring workflows to design and implement effective integration strategies for our products and services.
• Provide ongoing product training and support to clients, guiding them through new feature implementations.
• Analyze and present insights on the hospitality and retail labor markets to help clients optimize their hiring strategies.
• Create playbooks and establish best practices to support scalable operations.
• Collaborate with various departments and communicate effectively with leadership. Serve as the primary liaison between the Customer Success team and the Product team, translating customer feedback into actionable product strategy refinements.

Who You Are

You are an innovator passionate about building the future. You have experience with successful company operations and possess a resourceful, hands-on approach. The ideal candidate is highly motivated, with a keen eye for detail, process, and creativity. You will collaborate with Engineering, Marketing, Sales, and Product teams to develop comprehensive client strategies.

What We’re Looking For

• A bachelor's degree.
• A minimum of 2 years of customer-facing experience; experience in startups, investment banking, or consulting is advantageous.
• Exceptional self-motivation and drive, requiring minimal direct supervision.
• Outstanding communication and organizational abilities.
• A strong sense of ownership and the capacity to work independently.
• High emotional intelligence and a genuine enjoyment of building customer relationships.
• The ability to adapt quickly to changing requirements in a fast-paced, high-pressure environment.
• Strong analytical skills with a desire to delve into data and processes.
• A thorough approach to project management, ensuring completion.

Additional Information

This is a full-time, onsite position located in Canada.