Job Description

AMER Customer Success Manager – Bilingual (English & Spanish) | US Based

The Customer Success team is growing!

AssessFirst in a few words

We’re a fast-growing HR Tech company on a clear mission: to revolutionize recruitment on a global scale.

Instead of relying on CVs, we help companies predict performance and fulfilment by analyzing people’s personality, motivations, and ability to learn.

Today, we’re 110+ team members, supporting 3,500+ clients in over 40 countries, helping them hire and develop their teams in a more inclusive and effective way.

Our culture? Ambition, impact, and freedom.

Want to help shape the future of work? We’d love to meet you.

What you’ll do

AssessFirst has expanded into the American market and is now looking for its first US-based Customer Success Manager. In this role, you will uphold the high standard of support our global clients expect while ensuring an exceptional experience for our North and South American clients and partners. Your focus will be twofold: supporting successful implementation and effective use of the platform, and managing the timely resolution of technical support issues.

1. Customer Onboarding, Adoption & Success Management
Lead seamless onboarding and drive early activation, while continuously managing customer health, engagement, and adoption to ensure long-term success and retention.

2. Value Realisation, Renewals & Growth
Translate product usage into measurable business outcomes, reinforce value through strategic guidance and success reviews, and contribute to renewals and revenue growth via retention and expansion.

3. Technical Support & Cross-functional Collaboration
Provide responsive technical support and issue resolution, conduct investigations and improve documentation, while collaborating across teams and advocating for customer needs internally.

How you’ll do it

You will own the full customer lifecycle - from onboarding to renewal (with support from your Account Manager) - whilst acting as a trusted advisor and first point of contact for both functional and technical needs. Your role will be focused on ensuring clients are supported from initial training and onboarding, to project roll-out, and achieving their KPIs. You will also provide high-quality customer support, providing fast and helpful resolutions to issues and escalating to the internal teams where necessary.

Your future team

You’ll be part of the UK/US Team, made up of 8 people.

You’ll also work closely with the Support, Tech, and Science teams.

What we’re looking for

Fluent English and Spanish, as you will be partnering with American and LATAM clients.

A Psychology lover - you’ll truly care about your clients’ focus and be passionate about sharing how AssessFirst can help

12 months+ in a relevant role: this could be Customer Success, Sales, or Talent Acquisition.

Commercial mindset with a focus on renewals and upsells

Empathy, problem-solving mindset, and customer-first approach

️ Ability to explain technical concepts to non-technical audiences

Strong stakeholder management and communication

What you’ll get

• Salary range: $65k annual salary + $30k OTE

• Autonomy & flexibility: manage your time freely based on priorities and ongoing projects.

• Full remote: work from anywhere in the US!

• Health insurance: covered by Deel.

• Team life: strong culture and 3 company offsites per year to connect and have fun.

• Coworking: access to shared spaces up to 6 times a month via Worklib.

Our recruitment process:

1. You feel this role speaks to you and want to learn more

2. You complete our online assessments when applying (you’ll receive a link by email)

3. The Talent team gets in touch

4. Up to 3 interviews: with Lauren (your Manager), Becca (Global Head of Sales) and Quentin [CSO), and finally David, our founder!

5. Welcome - you’re now part of the team!

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