Strategic Client Success Manager
About The Position
As a Strategic Accounts, Customer Success Manager, you are responsible for serving our customers, driving growth through value delivery, and anticipating and mitigating risks. You will define robust strategic account plans while closely tracking tactical execution, assisting in the creation of communication and launch strategies for large enterprise accounts. Your goal is to ensure appropriate growth metrics are exceeded and customer satisfaction remains at its highest. By developing strong relationships, you will become the Trusted Advisor to our Strategic Customers, identifying new business opportunities and areas for improvement among existing accounts.
Requirements
- 7-10+ years of experience in Customer Success at a fast-moving HCM/SaaS company managing Fortune 500 or national accounts
- Demonstrable ability to communicate, present to, and influence customer stakeholders at the executive level
- Solid experience with CRM software (Salesforce or HubSpot), Catalyst, and deep knowledge of HCM, HR, or Payroll software
- A data-driven mindset with the ability to thrive on analytics to drive insights and internal or client-facing decisions
- Proven experience working in cross-functional environments and a comfort level with ambiguity and rapidly evolving domains
- A history of exceeding goals related to retention, customer satisfaction, and upsell/cross-sell initiatives
Responsibilities
- Lead the customer lifecycle from kickoff and launch through ongoing success as the primary point of contact
- Drive conversations that define joint success metrics and effectively communicate value realization to partners
- Develop broad and deep relationships across operational and leadership groups, including HR, Payroll, IT, Finance, and executive sponsors
- Partner with Growth, Marketing, Product, and Operations teams to drive maximum adoption and ensure customer satisfaction
- Act as the lead orchestrator during customer escalation situations, ensuring responsiveness and speedy resolution
- Identify opportunities to upsell and cross-sell new products while proactively identifying risks to minimize churn
- Analyze reports and trends to gain insights that drive strategic actions and improvements at the customer level
- Gather customer feedback and work closely with the Product team to enhance our offerings and support internal teams
Benefits
- Exceptional health, vision, and dental care
- Opportunity for equity ownership
- Life and AD&D, short- and long-term disability
- Employee Assistance Program
- Employee Resource Groups
- Fun company outings and events
- Unlimited PTO
- 401K with company match
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
