Senior Customer Success Manager
New
J
JobgetherWorkforce management
Comfortable working remotely within the United StatesContractSenior
SalaryAnnual Salary: $84,000–$115,500, depending on experience, qualifications, skills, and geographic location. Potential additional performance-based incentive programs.
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Job Details
- Experience
- 5–8+ years of experience in B2B SaaS Customer Success or Strategic Account Management, including at least 2 years managing Mid-Market or Enterprise accounts.
- Required Skills
- SalesforceJiraRESTful APIsSlack
Requirements
- Bring 5–8+ years of experience in B2B SaaS Customer Success or Strategic Account Management.
- Have at least 2 years of experience managing Mid-Market or Enterprise accounts.
- Develop trusted relationships with senior executives and operational stakeholders, influence decisions, and drive long-term customer value.
- Have experience leading strategic workshops, high-stakes customer meetings, and Executive Business Reviews with senior leaders.
- Understand SaaS ecosystems, APIs, webhooks, single sign-on (SSO), and data flows across operational platforms, HR systems, and payroll solutions.
- Have hands-on experience with CRM and Customer Success platforms such as Salesforce, Vitally, or Gainsight.
- Have experience with collaboration and project management tools such as Jira and Slack.
- Manage complex customer situations, identify root causes, coordinate cross-functional teams, and drive issues toward resolution.
- Use customer health scores, platform usage data, satisfaction metrics, and retention indicators to develop success strategies.
- Identify retention risks and expansion opportunities, support renewal strategies, and understand customer value and revenue retention metrics.
- Contribute to performance indicators including net dollar retention, gross retention, customer satisfaction, stakeholder NPS, product adoption, and qualified expansion pipeline.
- Be comfortable working remotely within the United States and traveling approximately 10–15% of the time.
- Experience in Workforce Management (WFM), HR technology, payroll, or time-and-attendance software is strongly preferred.
Responsibilities
- Partner with Professional Services during implementation, monitor progress, align stakeholders, validate configurations, and resolve potential roadblocks.
- Lead customer transitions from implementation to ongoing customer success at Go-Live.
- Manage a portfolio of high-value Mid-Market and Enterprise customers and build relationships with executive and operational stakeholders.
- Develop and execute Mutual Success Plans tied to customer objectives, operational requirements, and measurable return on investment.
- Prepare and lead Executive Business Reviews and Quarterly Business Reviews, presenting adoption metrics, outcomes, product updates, and recommendations.
- Monitor platform usage and deliver workshops and optimization sessions to support adoption of workforce scheduling, award interpretation, timesheets, and payroll readiness features.
- Guide customers through HRIS, payroll, and point-of-sale integrations and workflows, helping resolve technical challenges.
- Collaborate with Marketing on customer testimonials, case studies, reference calls, and review engagement; share product feedback with Product, Engineering, and Design.
- Monitor customer health, usage, and support trends; lead complex escalations and coordinate resources to resolve issues.
- Partner with Account Managers on renewals and identify and qualify expansion opportunities for handoff to Account Management.
- Mentor junior Customer Success Managers and contribute to playbooks, procedures, business review templates, and customer health processes.
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