Senior Customer Success Manager

Accountabilities:: Implementation and Customer Onboarding: Partner with Professional Services during implementation to monitor progress, ensure stakeholder alignment, validate configurations against customer objectives, and proactively resolve potential roadblocks. Lead seamless transitions from implementation to ongoing customer success at Go-Live. Strategic Account Management: Manage a portfolio of high-value Mid-Market and Enterprise customers, building strong relationships with executive and operational stakeholders across HR, Operations, Payroll, and senior leadership. Customer Success Planning: Develop and execute tailored Mutual Success Plans aligned with customer business objectives, operational requirements, and measurable return on investment. Executive Engagement: Prepare and lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), presenting adoption metrics, business outcomes, product updates, and strategic recommendations. Product Adoption and Enablement: Monitor platform usage and help customers maximize the value of core and advanced features, including workforce scheduling, award interpretation, timesheets, and payroll readiness. Deliver tailored workshops and optimization sessions to support adoption. Technology Ecosystem Management: Guide customers through integrations and workflows involving HRIS, payroll, and point-of-sale systems, helping resolve technical challenges and improve operational efficiency. Customer Advocacy and Feedback: Build referenceable customer relationships and collaborate with Marketing on testimonials, case studies, reference calls, and review platform engagement. Communicate customer feedback and product improvement opportunities to Product, Engineering, and Design teams. Retention and Risk Management: Monitor customer health scores, product usage, and support trends to identify potential churn risks. Lead complex escalations and coordinate internal resources to resolve customer issues effectively. Renewal Support: Partner with Account Managers 90–120 days ahead of contract renewals, providing insights into account health, customer sentiment, product adoption, and demonstrated business value. Growth and Expansion: Identify opportunities for additional products, modules, locations, and user growth. Qualify expansion opportunities and coordinate their handoff to Account Management teams. Team Development and Operational Excellence: Mentor and support junior Customer Success Managers while contributing to internal playbooks, standard operating procedures, business review templates, and customer health management processes. Requirements: Professional Experience: 5–8+ years of experience in B2B SaaS Customer Success or Strategic Account Management, including at least 2 years managing Mid-Market or Enterprise accounts. Customer Relationship Management: Proven ability to develop trusted relationships with senior executives and operational stakeholders, influence decision-making, and drive long-term customer value. Executive Communication: Experience leading strategic workshops, high-stakes customer meetings, and Executive Business Reviews with senior leaders such as COOs, HR Vice Presidents, and Heads of Payroll. Technical and Integration Knowledge: Strong understanding of SaaS ecosystems, APIs, webhooks, single sign-on (SSO), and data flows between operational platforms, HR systems, and payroll solutions. Customer Success Technology: Hands-on experience with modern CRM and Customer Success platforms such as Salesforce, Vitally, or Gainsight, as well as collaboration and project management tools such as Jira and Slack. Problem-Solving Skills: Demonstrated ability to manage complex customer situations, identify root causes, coordinate cross-functional teams, and drive issues toward effective resolution. Industry Knowledge: Experience in Workforce Management (WFM), HR technology, payroll, or time-and-attendance software is strongly preferred. Commercial Acumen: Ability to identify retention risks, recognize expansion opportunities, support renewal strategies, and understand customer value and revenue retention metrics. Analytical Capabilities: Comfortable interpreting customer health scores, platform usage data, satisfaction metrics, and retention indicators to develop actionable success strategies. Leadership and Collaboration: Strong mentoring, organizational, communication, and stakeholder management skills, with the ability to work effectively across distributed teams. Performance Orientation: Ability to contribute to key performance indicators, including net dollar retention (target benchmark of at least 110%), gross retention (at least 95%), customer satisfaction, stakeholder NPS, product adoption, and qualified expansion pipeline. Work Environment: Comfortable working remotely within the United States and traveling approximately 10–15% of the time for executive business reviews, customer workshops, and occasional company events. Benefits: Annual Salary: $84,000–$115,500, depending on experience, qualifications, skills, and geographic location. Potential additional performance-based incentive programs. Flexible remote working arrangements. Work-from-home stipend to support your home office. Employee Share Ownership Plan (ESOP), providing an opportunity to own a stake in the business. Comprehensive healthcare benefits. 401(k) retirement plan with employer matching contributions. Paid parental leave. 20 days of paid time off (PTO), plus additional leave opportunities. Mental health and wellbeing support through Spring Health. Commuter reimbursement program. Study assistance and professional development opportunities. Additional celebration days and volunteering leave. Opportunities to participate in global employee working groups focused on collaboration, inclusion, and belonging.