Senior Customer Success Manager
New
D
DeputyWorkforce management SaaS
Remote - United StatesContractSenior
Salary84,000 - 115,500 USD per year
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Job Details
- Experience
- 5 to 8+ years of B2B SaaS Customer Success or Strategic Account Management experience, with at least 2+ years managing Mid-Market or Enterprise accounts.
- Required Skills
- SalesforceJiraRESTful APIsSlack
Requirements
- Have 5 to 8+ years of B2B SaaS Customer Success or Strategic Account Management experience.
- Have at least 2+ years managing Mid-Market or Enterprise accounts.
- Understand SaaS ecosystems, integration touchpoints such as APIs, webhooks, and SSO, and upstream and downstream data flows.
- Demonstrate experience leading high-stakes meetings, workshops, and executive business reviews with senior leadership.
- Have hands-on experience with modern customer success and CRM tools such as Salesforce, Vitally or Gainsight, Jira, and Slack.
- Be able to diagnose complex or stalled customer situations and coordinate cross-functional resources to resolve them.
- Workforce Management, HR tech, payroll, or time-and-attendance platform experience is strongly desired.
- Be available for 10% to 15% travel for on-site customer reviews, workshops, and occasional company offsites.
Responsibilities
- Shadow-manage customer accounts during onboarding and implementation, aligning stakeholders and addressing risks to milestones or timelines.
- Lead the transition from implementation to steady-state operations, preserving customer context and continuity.
- Build relationships with executive and operational leaders and execute customer-specific Mutual Success Plans.
- Prepare and facilitate executive and quarterly business reviews, sharing value, adoption metrics, and product roadmap updates.
- Guide customers in adopting core and advanced product modules, and advise on workflows involving HRIS, payroll, and POS integrations.
- Monitor account health, platform telemetry, and support trends to identify churn risks and manage escalations.
- Partner with Account Managers ahead of renewals and qualify expansion opportunities for handoff.
- Coach other Customer Success Managers and contribute to playbooks, procedures, templates, and health-check practices.
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