Strategic Client Success Manager

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

📋 Description

• Oversee the customer journey from initiation and launch through to ongoing success, serving as the main contact point.

• Establish shared success metrics and convey the realization of value to partners.

• Cultivate extensive relationships within HR, Payroll, IT, Finance, and among executive stakeholders.

• Develop comprehensive strategic account plans and monitor tactical execution.

• Assist in formulating communication and launch strategies for major enterprise accounts.

• Collaborate with Growth, Marketing, Product, and Operations teams to enhance adoption and customer satisfaction.

• Manage customer escalation scenarios to guarantee prompt responses and resolutions.

• Recognize upsell and cross-sell prospects while actively addressing churn risks.

• Evaluate reports and trends to inform strategic customer-level actions and enhancements.

• Collect customer feedback and work with Product to improve offerings and support internal teams.

⛳️ Requirements

• 7-10+ years of experience in Customer Success within a dynamic HCM/SaaS organization managing Fortune 500 or national accounts.

• Proven ability to communicate, present to, and influence customer stakeholders at the executive level.

• Strong background with CRM software (Salesforce or HubSpot).

• Experience with Catalyst.

• Comprehensive knowledge of HCM, HR, or Payroll software.

• Data-driven approach with the capability to utilize analytics for insights and decision-making.

• Demonstrated experience in cross-functional environments.

• Comfortable with ambiguity and rapidly changing landscapes.

• Track record of surpassing goals related to retention, customer satisfaction, and upsell/cross-sell efforts.

• Eligibility to work in the United States.

• Legal authorization to work in the United States.

• Must not require employment visa sponsorship at present or in the future.

🏝️ Benefits

• Comprehensive health, vision, and dental insurance.

• Opportunity for equity ownership.

• Life and AD&D insurance.

• Short- and long-term disability coverage.

• Employee Assistance Program.

• Employee Resource Groups.

• Engaging company outings and events.

• Unlimited Paid Time Off (PTO).

• 401K plan with company matching.