Senior Customer Success Manager
New
J
JobgetherHCM technology
Based in United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in customer success, account management, consulting, or related relationship-focused roles within HCM, Payroll, Workforce Management technology, or services.
- Required Skills
- SalesforceCustomer SuccessAccount Management
Requirements
- Bachelor's degree or equivalent professional experience.
- At least 5 years of experience in customer success, account management, consulting, or related relationship-focused roles within HCM, Payroll, Workforce Management technology, or services.
- Demonstrated experience managing executive-level relationships, including VP-and-above stakeholders, within enterprise accounts.
- Ability to own customer outcomes without direct commercial or negotiation authority.
- Strong customer advocacy, relationship management, communication, presentation, and stakeholder engagement skills.
- Deep understanding of HCM, Payroll, and/or Workforce Management solutions and the ability to connect technology capabilities to business outcomes.
- Experience with Salesforce or a comparable CRM.
- Strong analytical and organizational skills, including monitoring account health, identifying risks, managing account plans, and prioritizing across multiple enterprise customers.
- Ability to collaborate with Sales, Renewals, Delivery, and Customer Success teams in a cross-functional environment.
- Direct UKG platform experience is a plus.
- Experience in healthcare, manufacturing, industrial operations, public sector, retail, hospitality, services, logistics, or distribution is advantageous.
- Experience contributing to customer case studies, success stories, testimonials, or formal reference programs is preferred.
Responsibilities
- Manage Tier 1 and Tier 2 accounts within the assigned industry vertical, providing high-touch engagement for Tier 1 customers and structured engagement for Tier 2 accounts.
- Build and maintain account plans and keep key customer contacts and account information current in Salesforce or the applicable CRM.
- Establish executive sponsor relationships and conduct Executive Business Reviews for Tier 1 accounts and regular QBRs for Tier 2 accounts.
- Represent customer interests and route commercial negotiations and selling activities to the appropriate Sales or Renewals teams.
- Capture customer sentiment through CSAT and NPS surveys and twice-yearly relationship NPS assessments.
- Identify and escalate customer health risks, partnering with Customer Success and Delivery leadership on intervention plans.
- Translate HCM, Payroll, and Workforce Management capabilities, industry benchmarks, trends, and peer insights into customer conversations and outcomes.
- Identify expansion and upsell opportunities and collaborate with Sales teams to pursue qualified opportunities.
- Develop customer reference and case-study candidates and contribute to the reference and success-story pipeline.
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