Customer Success Operations Manager Jobs in Springfield, MA

Job Overview

In this role, you'll act as the primary strategic partner for assigned customers, driving adoption and measurable outcomes through the iCIMS Talent Cloud. Using Gainsight and analytics, you'll build success plans aligned to customer goals, manage health and risk, and partner with Account Management to support renewals and expansion. You'll serve as the customer advocate while collaborating cross-functionally to deliver a consistent and high-quality customer experience.

About Us

ICIMS is a leading enterprise hiring platform that combines the scale and reliability of enterprise software with the transformative power of AI. Thousands of organizations across more than 200 countries and territories trust ICIMS to find and hire the people who shape their future and drive their business forward. Powered by insights from billions of hiring interactions, continuous AI innovation, and a highly extensible platform, ICIMS helps organizations turn talent acquisition into a competitive advantage. For more than 25 years, ICIMS has delivered end-to-end hiring solutions that improve recruiting efficiency, reduce costs and create exceptional candidate experiences.

ICIMS helps solve one of the biggest challenges businesses face today: building a workforce that can adapt, scale, and perform in an increasingly competitive and unpredictable talent market. We uniquely do that by combining enterprise-grade hiring technology, AI-powered insights and automation, and connected talent experiences to help organizations improve hiring outcomes while driving measurable impact.

Responsibilities

• Complete advanced product and industry training to build deep expertise in iCIMS Talent Cloud solutions and TA outcomes.

• Independently lead regular customer touchpoints, including structured agenda-driven conversations, adoption reviews, and outcome checkpoints.

• Build and maintain success plans that link customer goals to measurable outcomes; adjust plans as priorities shift.

• Monitor account health in Gainsight; identify risks early, communicate impact, and implement mitigation plans.

• Deliver adoption insights and success narratives to support Account Management in EBRs/QBRs and renewal strategy.

• Provide input to AM on expansion opportunities based on usage signals, workflow maturity, and customer goals.

• Communicate roadmap releases and facilitate product engagement requests to increase adoption of new features.

• Drive customer education and best-practice enablement using Community, Academy, and self-service resources.

• Coordinate internal resources for issue resolution and projects; escalate thoughtfully with clear context and recommendations.

• Gather and relay product feedback to influence improvements in customer experience and roadmap alignment.

• Foster advocacy through references, testimonials, and participation in customer community programs.

Qualifications

• 2-5+ years in Customer Success, Account Management, Implementation, Consulting, or a customer-facing SaaS role with accountability for adoption and retention (or TA technology experience).

• Demonstrated ability to use data/analytics to produce actionable insights and customer-facing recommendations.

• Strong relationship-building skills across multiple stakeholder levels.

• Proven prioritization and case management skills across competing customer needs.

• Experience managing a book of business in a SaaS environment.

• Familiarity with Gainsight (or comparable CS tooling) and CRM workflows.

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 careers@icims.com.

Compensation and Benefits

We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.

The anticipated base salary range for this position is $56,000 - $64,000. In addition, the estimated on-target earnings ("OTE"), which includes base salary and commissions, is $70,000 - $80,000.

Actual compensation will depend on various job-related factors, including but not limited to, location, experience, and job qualifications. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law.

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: https://careers.icims.com/benefits