Customer Success Manager - GA - On Site

Vensure Employer Solutions•Duluth, GA

8d•Onsite

About The Position

The Customer Success Manager (CSM) builds long-term relationships with enterprise customers, improves their customer experience, drives new revenue opportunities, and ensures success on the PrismHR platform. The CSM serves as the primary point of contact from the time of sale throughout the customer lifecycle, including implementation and renewals. The role involves sharing information and guidance, identifying training opportunities, driving product adoption, and gathering feedback on products and services. It also oversees revenue retention and growth for the PEO/ASO business, and may include quotas. The position requires an organized, responsive individual able to work as a project manager, technical and strategic advisor, relationship builder, and account manager, with a strong commitment to customer experience. This is an on-site position at a company that describes itself as work-from-office. The role is with Vensure Employer Solutions, a provider of HR technology, managed services, and global business process outsourcing. The company and its service providers serve over 95,000 businesses and process over $135 billion in annual payroll.

Requirements

Bachelor's degree or an equivalent combination of training and experience.
Strong knowledge of HRIS systems related to payroll, benefits, and human resources.
5–10 years of customer care experience focused on relationship building at the senior executive level.
Ability to lead executive-level meetings.
Self-motivation and ability to drive results cross-functionally.
Strong business acumen and problem-solving skills.
Strong sense of urgency.
Strong written and verbal communication skills.
High level of professionalism.

Nice To Haves

Experience with PrismHR or other PEO or ASO software is preferred, but not required.

Responsibilities

Act as the primary customer contact, drive strategic engagement, and handle customer escalations as needed.
Advocate for customers internally and coordinate customer-specific activities across Sales, Support, Professional Services, and Product Delivery teams.
Build relationships across the organization to understand each customer's business, goals, strategy, and challenges.
Define customer success metrics and goals, monitor progress, and revise them as needed.
Anticipate customer needs and proactively discuss opportunities that may help customers achieve their goals.
Prepare and lead routine success meetings, focused meetings, and strategic business reviews.
Develop and implement proactive customer guidance and communication plans, including communications about outages and critical failures.
Coordinate demonstrations of products and services that fit customer needs.
Develop a project and resource plan for each assigned customer.
Identify opportunities for follow-on sales and training.
Build working knowledge of PrismHR enterprise software products to advise clients on business issues.
Drive customer product adoption, provide training, and establish best practices to become a trusted advisor.
Communicate annual renewals to every assigned customer and ensure revenue retention.
Monitor and maintain accurate customer health data and metrics.
Provide timely documentation and reporting to senior management on assigned customer activity.
Support customer and account revenue growth through worksite employee growth, PrismHR modules, marketplace referrals, channel sales engagements, and Professional Services engagements.