Manager, Customer Success

HR Acuity LLC

4d•$135,000 - $143,000•Remote

About The Position

HR Acuity is excited to be adding a Manager of Customer Success to our fast-growing team. In this role you’ll play a pivotal role in coaching and developing your team to achieve individual and collective goals tied to growth, retention and customer satisfaction. You will be responsible for the overall success of your team while managing the process, procedures, and solutions that directly impact the adoption and retention of our customers. At HR Acuity®, we empower our team to #BeBold—embracing innovation and new challenges. With the right tools, we help you #WorkSmarter, fostering collaboration so we can all be #BetterTogether. If you're excited about being part our growth story, we’d love to chat! About Us: HR Acuity® is the leading provider of employee relations case management and investigation software. We help organizations standardize how workplace issues are reported, documented, and investigated. Our data-driven approach to managing workplace issues helps our clients and partners build trusted, inclusive cultures where employees feel safe. This is an #All-in Zone. We are a fast-growing, innovative company where being #All-in is the norm. From our female founder CEO to every team member, we embrace a fully engaged mindset. We bring our best every day, fueled by passion for our mission and culture—and we expect the same from everyone who joins us. At the same time, we are deeply committed to fostering an inclusive, diverse workplace where different perspectives are valued and respected. We believe in creating an environment where everyone can show up as their authentic selves and thrive. If this sounds like you, keep reading. Click here to learn more about our values and benefits Note: HR Acuity will be closed for winter break and all applicaitons will be reviewed the week of Jan 5th The Opportunity What You’ll Do The manager of customer success will lead a team of CSMs who directly partner with customers to ensure adoption, value, and success in leveraging HR Acuity. Responsible for team management to include coaching, employee development, and performance management to ensure a high-performing customer success function. Develop customer engagement strategies to build on our customer experience journey and ensure the team is engaging strategically with customers to drive adoption, mitigate risk and deliver more value to customers. Monitor and forecast retention and observe critical trends, themes and areas of opportunity. Hold the team accountable for engagement outcomes, retention targets and risk mitigation. Focus on creating sustainable efficiencies and productivity across the team. Identify gaps in processes and strategy and develop improvements for scale and impact. Support calls with customers to serve as leadership point of contact in customer engagements, enabling the team to build & nurture strategic relationships, ensure adoption and drive customer outcomes. Collaborate cross-functionally with HR Acuity’s account management, support product and engineering teams to ensure timely, accurate and positive experience for customers. You’ll be responsible for ensuring the team is appropriately trained to handle customer interactions while identifying areas of opportunity to coach and upskill the team. You will collaborate closely with customer success leadership to manage projects and execute strategic initiatives that drive scalability, growth, and customer retention. Succes in this role requires adaptability, strong communication skills and a passion for building scalable process and managing high performing teams. If you are self-motivated, well versed in Employee Relations (ER) & Human Resources (HR), technologically savvy, and have a passion for ensuring our customers are successful with our software we’d love to talk with you!

Requirements

A minimum of 5 years of related experience with at least 2 years of direct management of a B2B customer success team.
Proven success in leading high-performing teams, achieving results through others and team management to consistently achieve team goals.
Experience building and scaling as a leader in a hypergrowth setting, with demonstrated history of developing people and achieving results.
Passionate about problem-solving for customers, relationship building and creating customer loyalty by delivering a customer experience second to none.
Ability to effectively communicate with customers, build relationships, and uncover opportunities with a value-based approach, as well as communicate with and influence multiple layers within organizations, including Senior Leadership through C-level.
Adaptability
Strong communication skills
Passion for building scalable process and managing high performing teams.
Self-motivated
Well versed in Employee Relations (ER) & Human Resources (HR)
Technologically savvy
Passion for ensuring our customers are successful with our software

Nice To Haves

Previous experience with HR, ER, TA or related SaaS solutions is a plus.

Responsibilities

Lead a team of CSMs who directly partner with customers to ensure adoption, value, and success in leveraging HR Acuity.
Responsible for team management to include coaching, employee development, and performance management to ensure a high-performing customer success function.
Develop customer engagement strategies to build on our customer experience journey and ensure the team is engaging strategically with customers to drive adoption, mitigate risk and deliver more value to customers.
Monitor and forecast retention and observe critical trends, themes and areas of opportunity.
Hold the team accountable for engagement outcomes, retention targets and risk mitigation.
Focus on creating sustainable efficiencies and productivity across the team.
Identify gaps in processes and strategy and develop improvements for scale and impact.
Support calls with customers to serve as leadership point of contact in customer engagements, enabling the team to build & nurture strategic relationships, ensure adoption and drive customer outcomes.
Collaborate cross-functionally with HR Acuity’s account management, support product and engineering teams to ensure timely, accurate and positive experience for customers.
Ensuring the team is appropriately trained to handle customer interactions while identifying areas of opportunity to coach and upskill the team.
Collaborate closely with customer success leadership to manage projects and execute strategic initiatives that drive scalability, growth, and customer retention.

Benefits

Stay healthy and happy with our comprehensive medical, dental and vision plans.
You can also choose from FSA or HSA options to suit your needs.
Save for your future with our 401K plan that matches your contributions.
Enjoy paid leave for various life events, such as sickness, disability, or parenthood.
Own a piece of the company with our #Allin Shares Program.
Take a break from work with our unlimited PTO policy to refresh and recharge.
Company paid holidays, birthday day off, closed 4th of July week and December holiday week, half day summer Fridays and half day first Fridays, and 8 hours of volunteer time.
Own a piece of the company with our #Allin Shares Program.
Earn extra cash by referring qualified candidates to join our team.
Access professional and personal support through our employee assistance program.
Work from anywhere with our remote work environment that fosters collaboration and creativity.
Join a fun and energetic team that values your suggestions and new ideas.
Receive a competitive salary and meaningful opportunities for growth.
Onboarding: Learn the basics of your role, the company culture, and the expectations from your manager and team. Get familiar with the tools, systems, and processes that you will use in your daily work. Receive feedback and guidance from your mentor and peers.
Manager training: Develop the skills and competencies to lead, motivate, and empower your team. Learn how to communicate effectively, delegate tasks, set goals, provide feedback, and resolve conflicts. Enhance your emotional intelligence, coaching, and mentoring abilities.
Leadership training: Grow your leadership potential and influence within the organization. Learn how to inspire and align others with the company vision, mission, and values. Strengthen your strategic thinking, decision making, and problem-solving skills. Expand your network and collaboration with other leaders across functions and levels.
Industry training: Stay updated on the latest trends, best practices, and innovations in the Employee Relations industry. Gain insights from experts and thought leaders in the field. Apply your learning to improve your performance, quality, and efficiency.