Client Success Manager, xSMB

DailyPay•Minneapolis, MN

About The Position

As a Client Success Manager (CSM) focused on our xSMB (under 400 employees) segment, you will be the primary driver of adoption, engagement, and retention for a high volume of clients. You will utilize digital programs and scaled success motions to ensure clients achieve value, identify key risks, and maximize renewal and expansion opportunities. If this opportunity excites you, we encourage you to apply even if you do not meet all of the qualifications.

Requirements

3+ years of proven work experience in a Client Success, Customer Support, Account Management, or Sales role
Demonstrated success in managing a large number of accounts or a high-volume client segment
Proficiency with CRM software (e.g., Salesforce, HubSpot) and using data/reporting systems to manage a book of business
Strong communication and presentation skills with the ability to influence C-Level stakeholders as needed
Solution-oriented mindset and a client-first approach, always

Nice To Haves

Experience in the HR or Payroll industry
Experience with scaled success models or digital customer journey development

Responsibilities

Own a large portfolio (~140 clients) in the xSMB segment, focusing on efficient, scalable success
Drive adoption and engagement through digital programs and scaled customer journey tactics
Maximize retention and revenue by securing renewals, minimizing churn, and identifying upsell/cross-sell opportunities
Serve as the client advocate internally, collaborating with cross-functional teams (e.g., Engagement, Advocacy) to ensure client needs are met
Manage client escalations efficiently, ensuring timely resolution and a positive customer experience
Track and report on key account metrics (e.g., enrollment, adoption, retention) and accurately forecast renewals