Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in managing accounts during the onboarding and implementation phases alongside the Professional Services team.

• Ensure alignment among stakeholders early on and verify that configurations meet business objectives.

• Address implementation risks when key milestones or timelines experience delays.

• Oversee the transition from implementation to stable operations at the Go-Live stage.

• Establish and maintain relationships with both executive and operational leadership.

• Collaborate in the creation and execution of tailored Mutual Success Plans for customers.

• Organize and lead Executive Business Reviews and Quarterly Business Reviews.

• Foster customer advocacy and collaborate with Marketing on case studies, quotes, reference calls, and engagement reviews.

• Monitor usage telemetry within the portfolio and promote the adoption of both core and advanced modules.

• Provide guidance on HRIS, payroll, and POS integrations.

• Facilitate consultative workshops and sessions focused on optimization.

• Compile customer feedback and feature requests for Product, Engineering, and Design teams.

• Monitor account health, platform telemetry, and support trends to detect potential churn risks.

• Manage escalations and liaise with Support, Professional Services, and Product teams.

• Collaborate with Account Managers in advance of renewals.

• Identify and assess expansion opportunities for Account Managers.

• Mentor Associate and Mid-level Customer Success Managers.

• Contribute to Customer Success playbooks, standard operating procedures, EBR templates, and health-check processes.

• Meet KPIs related to retention, utilization, executive engagement, customer satisfaction, and expansion pipeline.

⛳️ Requirements

• 5 to 8+ years of experience in B2B SaaS Customer Success or Strategic Account Management.

• A minimum of 2+ years of experience managing Mid-Market or Enterprise accounts.

• Strong understanding of SaaS technology ecosystems, integration points (APIs, webhooks, SSO), and the data flows between operational tools and payroll/HR systems.

• Proven experience leading high-stakes meetings, workshops, and EBRs with senior leadership.

• Practical experience with contemporary Customer Success and CRM technology stacks, including Salesforce, Vitally or Gainsight, Jira, and Slack.

• Ability to identify root causes in complex or stalled customer situations and coordinate cross-functional resources for resolution.

• A direct background in Workforce Management (WFM), HR technology, payroll, or time-and-attendance platforms is highly desirable.

🏝️ Benefits

• Flexible work policy with a work-from-home stipend.

• Employee Share Ownership Plan (ESOP).

• Paid parental leave.

• 401(k) contribution matching.

• Mental health support through Spring Health.

• Comprehensive health benefits.

• Commuter reimbursement program.

• 20 PTO days.

• Study assistance.

• Celebration days.

• Volunteering leave.

• Global working groups aimed at enhancing collaboration, belonging, and connection.

• Training, support, and the opportunity to use AI responsibly and creatively.

• Remote work model.

• Company offsites.