Customer Success Manager

As a Customer Success Manager - Candidate Success, you will be the primary point of contact for candidates throughout their journey. You will drive candidate engagement, ensure timely completion of milestones, coordinate interview preparation activities, maintain transparent communication, and provide a seamless experience that maximises candidate success. This role requires working in rotational shifts, including evening and/or early morning hours, to effectively support candidates based in the United States.

Responsibilities:

• Own the complete candidate lifecycle from enrolment to successful placement.
• Serve as the primary relationship manager for candidates, ensuring a positive and engaging experience.
• Conduct onboarding and policy walkthrough sessions, clearly explaining programme guidelines, processes, expectations, and timelines.
• Guide candidates through application processes, interview forms, documentation, and other required formalities.
• Schedule, coordinate, and monitor mock interviews, ensuring candidates complete them and receive timely feedback.
• Track candidate progress across every stage of the journey and proactively follow up on pending actions.
• Maintain transparent communication by providing regular updates on candidate status, next steps, and expected timelines.
• Handle and nurture inbound and assigned leads, supporting their conversion through consistent follow-ups.
• Conduct virtual calls with US-based candidates during evening and/or early morning shifts.
• Maintain accurate candidate records, interaction notes, and progress updates within the CRM.
• Prepare and share candidate progress reports and success metrics with the management team.
• Collaborate with internal teams to resolve candidate concerns and ensure a smooth overall experience.

Requirements:

• 2-5 years of experience in Customer Success, Candidate Management, Client Servicing, Account Management, or similar customer-facing roles.
• Prior experience in IT staffing, recruitment, EdTech, career services, or HR services is highly preferred.
• Prior experience working with US-based customers, candidates, or clients (US Market) is required.
• Excellent verbal and written communication skills in English.
• Strong interpersonal skills with the ability to build trust and maintain professional relationships.
• Exceptional coordination, organisation, and follow-up abilities.
• Comfortable managing multiple candidates simultaneously while maintaining attention to detail.
• Experience using CRM tools and maintaining accurate documentation.
• Willingness to work hybrid from the Baner office and support rotational shifts aligned with US time zones.