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Criteria Corp
Criteria Corp
51 – 200 Employees
EnterpriseHR TechSaaS
Criteria Corp develops HR technology for talent acquisition and management through its Talent Success Platform. Its SaaS tools support hiring teams with cognitive aptitude, personality, and emotional intelligence assessments, along with game-based interviews designed to add structure to candidate evaluation. The platform also includes tools intended to strengthen teamwork, communication, and employee development. Serving more than 4,000 companies, Criteria Corp focuses on helping organizations make more informed hiring decisions, improve the candidate experience, and support stronger team performance.
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Enterprise Customer Success Manager - California Remote

Lead strategic enterprise accounts for Criteria Corp’s hiring platform, driving adoption, executive value, renewals, and expansion. This California-based remote role manages customer outcomes across complex organizations.

USUnited StatesCACalifornia
$120,000 / year
RemoteFull-timeMiddleSeniorEnglish RequiredSpanish RequiredCustomer SuccessCustomer Success Manager

Description

  • Manage end-to-end relationships across a portfolio of 50–70 enterprise accounts
  • Create and deliver account success plans tied to customer business goals and hiring outcomes
  • Develop relationships with users, HR leaders, and talent acquisition executives
  • Own accountability for customer health, adoption, retention, and expansion
  • Establish success criteria and measurable outcomes for platform usage
  • Lead business reviews covering realized value, product utilization, and upcoming priorities
  • Turn usage insights and product capabilities into clear business-impact narratives
  • Find adoption gaps and coordinate internal resources to address them
  • Own gross revenue retention and influence net revenue retention across the portfolio
  • Work with Client Account Executives to uncover expansion opportunities
  • Direct renewal strategy and execution, escalating risk and supporting timely renewals
  • Help build business cases for additional product investment
  • Connect support, implementation, and product questions with the right internal teams
  • Represent customer perspectives internally and contribute to product and go-to-market decisions
  • Coordinate shared-account strategy with Account Management
  • Monitor adoption obstacles, changes in sentiment, and churn risk
  • Create and implement plans to reduce account risk
  • Keep renewal forecasts and account health records current in ChurnZero and Salesforce

Requirements

  • Fluency in both English and Spanish
  • At least 3 years of experience in enterprise customer success, account management, management consulting, or sales within a B2B SaaS or technology company
  • Demonstrated history of achieving at least 95% gross retention and net expansion in enterprise accounts
  • Experience working through complex, matrixed organizations with extended sales and renewal cycles
  • Ability to discuss P&L, total cost of ownership, and ROI, and to develop business cases for executives
  • Skill in building trusted-advisor relationships with C-suite and VP-level stakeholders
  • Outstanding communication and presentation skills with executive audiences
  • Strong analytical skills, including the ability to turn usage data, health scores, and business metrics into action
  • Experience creating and delivering multi-year strategic account plans with measurable outcomes
  • Proficiency with customer success platforms such as ChurnZero, Salesforce CRM, and business intelligence tools
  • Understanding of enterprise procurement, legal, and security review processes

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