About JDX
JDX is the leading platform for job information management. We solve a foundational but historically ignored problem in HR tech: how organizations structure, govern, and operationalize job information. While most HR platforms focus on hiring, performance, or engagement, JDX is the system of record for job information that those platforms depend on. Our platform enables HR teams to architect, standardize, centralize and manage job information at scale, driving compliance, internal alignment, and clean data across systems.
JDX is the leading platform for job information management. We solve a foundational but historically ignored problem in HR tech: how organizations structure, govern, and operationalize job information. While most HR platforms focus on hiring, performance, or engagement, JDX is the system of record for job information that those platforms depend on. Our platform enables HR teams to architect, standardize, centralize and manage job information at scale, driving compliance, internal alignment, and clean data across systems.
We serve more than 450 customers, including 80+ Fortune 500 companies. Our customers include Cedars-Sinai, Memorial Sloan Kettering, St. Jude Children’s Research Hospital, Paychex, GM Financial, Waste Management, Mercer, Deloitte, and many more. We own the world’s largest proprietary database of job descriptions, are referred by the largest HR consulting firms, and partner with the most prominent HR technology platforms. Simply put, when organizations need to architect and govern job information, JDX is the category leader.
We’re focused, ambitious, and customer-obsessed and we’re building a team to match.
The Role
As a Customer Success Manager at JDXpert, you will own the full customer relationship for an assigned book of enterprise B2B SaaS accounts. You are the relationship lead from day one- partnering with our Delivery team who owns onboarding and implementation, so the customer feels a single, consistent point of strategic ownership across their journey. You will be responsible for renewing and expanding relationships with existing JDXpert customers.
From go-live forward, you serve as the trusted advisor to senior HR, Total Rewards, Talent, and IT leaders: prescribing best practices, presenting usage audits with concrete recommendations, and ensuring customers continuously realize value from JDXpert. You own the renewal directly- forecasting, negotiating, and closing. You also seek opportunities to expand the relationship with customers when additional products and services make sense. You bring creative, AI-forward thinking to expansion and to saving at-risk customers. Your work translates into stronger customer outcomes, healthier accounts, and durable, multi-year partnerships.
What You'll Do:
- Serve as the primary point of contact and trusted advisor for an assigned book of enterprise B2B SaaS customers across their full lifecycle
- Act as the relationship lead from day one of the customer journey, partnering closely with our Delivery team to ensure customers feel a single, consistent point of ownership from kickoff through go-live and beyond
- Build and maintain executive-level relationships across customer organizations (HR, Total Rewards, Talent, IT, and senior leadership)
- Own the end-to-end renewal for every customer in your book of business; forecast, negotiate, and close
- Identify, qualify, and run upsell motions, surfacing expansion opportunities tied to measurable customer outcomes
- Lead strategic Business Reviews that demonstrate ROI, surface adoption gaps, and align JDXpert’s roadmap to the customer’s business objectives
- Build and execute customer success plans, adoption milestones, and value realization for each enterprise account
- Monitor account health, product usage, and engagement signals using Pendo, HubSpot, Gong, and AI tooling; deliver prescriptive usage audits with concrete recommendations to ensure customers continuously realize value from JDXpert
- Prescribe best practices and pull in the right people and resources (Delivery, Product, Support, enablement materials) to drive adoption.
- Capture the voice of the customer and partner with Product, Engineering, and Support to translate feedback into roadmap influence and service improvements
- Own escalation and at-risk account management; bring creative, collaborative save plays to retain customers who are considering churn (re-onboarding, exec sponsorship, scoped success projects, repackaging, or whatever the situation calls for)
- Maintain accurate CRM hygiene, renewal forecasts, and customer documentation in HubSpot
- Perform other duties as assigned and comply with all policies and standards
What You Bring:
- 5+ years of Customer Success or Account Management experience in B2B SaaS, with at least 2 years supporting enterprise customers and a proven track record of meeting or exceeding retention and growth goals
- Bachelor’s Degree in Business, Marketing, Communications, Information Systems, or a related discipline
- Demonstrated track record of personally owning and exceeding renewal/retention targets and contributing meaningfully to expansion revenue
- Experience managing complex enterprise stakeholder relationships across HR, IT, Talent, and executive leadership, including engagement with C-suite stakeholders
- Strong commercial acumen with the ability to independently lead renewal conversations
- Proficient in CRM platforms (HubSpot or Salesforce), product analytics (Pendo), and conversation intelligence (Gong); hands-on, daily use of AI assistants like Claude or ChatGPT to draft communications, summarize calls, build narratives, and ideate creative customer plays
- Experience building and delivering executive-level QBRs, success plans, and value/ROI narratives
- Strong analytical skills with the ability to interpret usage and health data, identify trends, and translate insights into action
- Excellent verbal, written, and presentation skills, with confidence engaging C-suite stakeholders
- Strong project management skills with the ability to coordinate cross-functional initiatives end-to-end
- Detail-oriented with disciplined follow-up, organization, and CRM hygiene
- AI-forward, curious, and creative mindset- you actively experiment with new tools and approaches, share what is working with the team, and bring fresh ideas to save at-risk customers and grow healthy ones
- Flexible mindset and ability to thrive in a fast-paced, dynamic environment
As a Bonus, You'll Have
- Industry experience in HR Tech, HRIS, Talent Acquisition, Compensation, or Job Architecture (e.g., Workday, SAP SuccessFactors, Oracle HCM, or similar adjacencies)
- Experience using Gong, Claude, ChatGPT, or other AI tooling to scale customer success workflows (call insights, automated recaps, ideation for save and expansion plays)
- Customer Success certifications such as SuccessHACKER CCSM, Practical CSM or Gainsight Administrator
- CRM certifications such as HubSpot Service Hub or Salesforce Administrator (ADM 201)
This role reports to our Customer Success Team Lead.
This role is 100% remote within the United States, with reliable internet and core collaboration hours required. Occasional travel may be needed for team offsites based on business needs.
Compensation ranges from $80,000–$95,000 base DOE and is commission eligible.
JDXpert is an equal opportunity employer and does not discriminate against employees or applicants for employment on the basis of race, color, religion, creed, national origin, sex, sexual orientation, gender identity/expression, disability, age, status as a protected veteran, genetic information or any other legally protected class with respect to all employment, projects and activities sponsored by JDXpert.