Senior Customer Success Manager
Core
Own strategic relationships for enterprise accounts in HCM, Payroll, and Workforce Management, driving retention, satisfaction, and growth.
Role type
Senior Customer Success Manager (Enterprise)
Builds
Customer success outcomes, account plans, and reference cases for enterprise clients
Domain
HCM, Payroll, Workforce Management technology
Required skills
Executive relationship management, account planning, CRM management (Salesforce), customer advocacy, risk identification, industry benchmarking, upsell opportunity identification, cross-functional collaboration
Preferred skills
UKG platform experience, healthcare/manufacturing/public sector/retail/hospitality/logistics industry experience, case study contribution
Technologies
Salesforce
Responsibilities
Serve as primary CSM for Tier 1 and Tier 2 accounts; Build and maintain comprehensive account plans; Establish executive sponsor partnerships and conduct QBRs; Act as customer advocate; Capture customer sentiment via CSAT/NPS surveys; Escalate health risks and partner on intervention plans; Translate HCM/Payroll capabilities into business outcomes; Identify expansion and upsell opportunities; Develop reference and case-study candidates; Coordinate between customers, Sales, and internal teams.
Seniority
Senior, hands-on IC
