Women in Tech: Creating Long-Term Customer Value

Welcome back to our Women in Tech series, where we highlight the inspiring careers of our female colleagues across SmartRecruiters. Today, we're sitting down with Larissa Jasmin, one of our dedicated Customer Success Managers (CSM). Having been with SmartRecruiters for over three years, Larissa is an expert in bridging the gap between our innovative technology and the real-world business outcomes our customers aim to achieve. In this video, she shares her journey, debunks common CSM myths, and reveals how her passion for people and technology creates long-term value for our clients.

Journey & Inspiration

Q:What sparked your interest in working in a tech company like SmartRecruiters?

I’ve always been passionate about the intersection of people and technology. What drew me to SmartRecruiters was the chance to work on a platform that doesn’t just streamline hiring, but actually empowers companies to find the right people and candidates to land their dream jobs. That mission felt both meaningful and impactful, and it was a perfect fit for my career in customer success.

Q: How did you get to where you are today at SmartRecruiters? Can you share a pivotal moment that jumpstarted your journey?

My journey has been about following curiosity and impact. Early in my career, I worked closely with customers who struggled to implement new tools, and I saw firsthand how important it was to bridge the gap between technology and outcomes. A pivotal moment for me with each of my customers is when we reach a step of an optimized adaptation for the platform that fits their processes.

Q: Looking back, what's one piece of advice you wish you had received when you were starting your career in customer success in the tech industry?

It is a piece of advice that I actually received : you don’t have to have every answer right away. Customer success is as much about listening and being a trusted partner as it is about being an expert. Asking the right questions and knowing how to connect customers with the right resources often has more impact than trying to solve everything on the spot.

Q: What's one myth that people have about what you do as a CSM in the tech field?

A common myth is that CSMs are just here to troubleshoot when something breaks. In reality, my role is much more strategic—it’s about understanding the customer’s business goals and showing how SmartRecruiters can help them reach those outcomes. It’s less about fixing problems and more about creating long-term value.

Daily Life & Role Insights

Q: Could you describe a typical "day in the life" in your role? What do you find most engaging?

My days usually involve a mix of customer check-ins, strategy sessions, and behind-the-scenes work like analyzing usage data or preparing best practices. What I find most engaging is the variety—one moment I might be troubleshooting adoption challenges, and the next I’m helping a client plan a roadmap for how they’ll use SmartRecruiters to achieve their hiring goals. It’s that balance of problem-solving and strategy that keeps it exciting.

Q: In your role, how do you balance the technical understanding of our solutions with the business needs and challenges of our clients?

I think of myself as a translator. I need enough technical depth to understand how the product works, but my real focus is mapping those capabilities back to the client’s business challenges. It’s about finding that sweet spot where the technology isn’t just used, but used in a way that delivers measurable impact to the customer’s hiring strategy.

Q: What's one project or accomplishment at SmartRecruiters that you're particularly proud of, and why?

One thing I’m especially proud of is the retention I’ve built with my customers. Even as my portfolio grows and I onboard new accounts each year, I’ve had the privilege of working with the same set of customers for more than three years in a row. That level of trust and long-term partnership is incredibly rewarding.