Senior Customer Success Manager

Payscale

3d•Remote

About The Position

Reporting to the Manager, Customer Success, we're looking for a Senior Customer Success who will proactively and reactively engage with our Enterprise customers in a way that resonates with them and drives the consumption and stickiness of our solutions. Through automation, CS plays, and success plans, we will work in partnership with our customers to ensure their outcomes are not only being met but exceeded from onboarding to renewal and growth.

Requirements

4+ years of experience as a Customer Success Manager in SaaS
Previous experience working in HR tech or SaaS is highly preferred
Experience utilizing tools such as Gainsight and Salesforce
Customer Education: Ability to drive customer training with the goal of them being better users and drive product adoption
Account Management: Ability to strategically manage your time across your book of business
Industry Knowledge: Ideally, a deep understanding of the HR user persona, driving verifiable outcomes based on customers' utilization of the product.
Business Acumen: Demonstrates strong business acumen regarding customer overall business objectives and health to assess customer health metrics, identify retention risks, and implement strategic plans to enhance customer engagement and success
Resourceful: Ability to evaluate decisions, problem solve, manage risk, and foresee a company’s growth plan with ease.

Nice To Haves

Bachelor's degree preferred
Previous experience working for an HR SaaS organization is highly preferred

Responsibilities

Drive strategic and value-based client relationships based on critical messaging across multiple organizational levels, including key decision makers with our largest customers
Proactively monitor the health score of clients and engage at key lifecycle points
Conduct strategic account planning that includes quarterly business reviews and success plans
Act as the 'voice of the customer' in internal meetings with our Product, Services, Marketing, or Senior Leadership teams on how we can maximize value and resolve concerns with a sense of urgency
Maintain a deep understanding of PayScale product/data offerings and position the most relevant features/functionality for clients' specific goals
Utilize technology such as Gainsight, Salesforce, Gong, and other applications to document and support client lifecycle
Collaborate productively with Account Managers to ensure the successful retention of customers and identification of expansion opportunities
Serve as a mentor, subject matter expert, and training resource for other members of the Customer Success team

Benefits

All around awesome culture where together we strive to live our 5 values:
Data informed decision making.
Customer first. Always.
Succeed together.
Relentless about results. Obsessed with excellence.
Lead the change. Shape the standard.
An open and inclusive environment where you’ll learn and grow through programs and resources like:
Monthly company All Hands meetings
Regular opportunities for executive leadership exposure through things like AMAs
Access to continued learning & development opportunities
Our commitment to a continuous feedback culture which allows us to drive performance and career growth
A growing network of Employee Resource Groups
Company sponsored volunteer hours
Flexible paid time off, giving you the opportunity to rest, relax and recharge away from work
14 Paid Company Holidays, includes 2 floating holidays (you choose!)
A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale
Unlimited infertility coverage benefits through our medical plans
Additional supplemental health benefits offered to you and your family
401(k) retirement program with a fully vested immediate company match
16 weeks of paid parental leave for birthing and non-birthing parents
Health Savings Account (HSA) options and company contributions each pay period
Flexible Spending Account (FSA) options for pre-tax employee allocations
Annual remote work stipend to be used on wellness or home office equipment