Senior Client Success Specialist - WFH

Vensure Employer Solutions•Chandler, AZ

1d•Remote

About The Position

PrismHR is a provider of payroll, benefits, and HR software for HRO organizations, including PEOs and ASOs. Its integrated HR platform supports the hire-to-retire lifecycle and is complemented by customer resources, events, and learning opportunities. The Senior Client Success Specialist manages a portfolio of clients and drives satisfaction, retention, and product adoption throughout the client lifecycle, from post-implementation onboarding through offboarding. The role demonstrates client value through business reviews and clear metrics, monitors client health and proactively addresses risks, and serves as an escalation point for complex issues. The specialist works across internal teams to deliver solutions and improve processes, represents client feedback across the organization, and partners with Sales to identify expansion and upsell opportunities. Occasional domestic travel may be required for meetings, events, conferences, and training. The posting also states that regular on-site attendance is an essential job function.

Requirements

Bachelor's degree required, or 2–5 years of experience in a consultative, multi-client account management role within HCM disciplines, a SaaS organization, or related experience; an equivalent combination of experience, skills, and education may be considered.
Experience using Microsoft Office applications, including Outlook, Teams, Excel, and PowerPoint, and demonstrated ability to learn other applications.
Excellent communication and interpersonal skills, including the ability to collaborate across teams and build positive working relationships.
Strong time-management and prioritization skills in a fast-paced environment.
In-depth knowledge of customer service best practices.
Ability to manage multiple tasks while maintaining accuracy and attention to detail.
Strong problem-solving and analytical abilities.
Adaptability to shifting priorities and business needs.
Sound judgment and decision-making when evaluating complex information.
Professionalism and composure when working with varied personalities and situations.
Flexible, team-oriented, self-starting approach and ability to thrive in a startup environment.
Strong escalation management and creative problem-solving skills.
Coachability, openness to feedback, and willingness to share process-improvement insights.

Responsibilities

Manage a portfolio of clients and implement strategies to improve client experience, satisfaction, retention, NPS, and product adoption.
Oversee the client lifecycle from post-implementation through offboarding, ensuring smooth transitions and continued satisfaction.
Demonstrate business value through regular business reviews with clear metrics and proof points.
Onboard new accounts and users, establish success frameworks, communicate the value of Vensure, and drive adoption.
Coordinate with internal teams to deliver client value, resolve complex issues, and improve internal processes.
Serve as an escalation point, address client concerns, and ensure timely issue resolution.
Monitor client health using KPIs and create action plans for at-risk clients, including check-ins and project management of escalated issues.
Represent the voice of the client by capturing feedback, sharing client stories, and reporting trends.
Partner with Sales to identify upselling opportunities and facilitate client expansion.
Travel occasionally for team onsite meetings, customer events, industry conferences, and training sessions.
Build and maintain relationships with team members and colleagues across disciplines to coordinate communications and client services.
Contribute to departmental projects, workflow enhancements, and continuous improvement efforts.
Attend webinars and training to stay current on company and departmental best practices.
Complete projects and other duties assigned by the supervisor.