Senior Customer Success Manager

The Senior Customer Success Manager will serve as a strategic advisor and trusted partner to a portfolio of high-value Mid-Market and Enterprise customers within a fast-growing SaaS environment. This role focuses on strengthening customer relationships, driving product adoption, maximizing retention, and identifying opportunities for account growth. You will oversee the customer journey from implementation through ongoing account management, ensuring seamless transitions and measurable business outcomes. Working closely with executive stakeholders and cross-functional teams, you will develop tailored success strategies and proactively address customer challenges. You will also contribute to customer advocacy, product feedback, and continuous improvement initiatives. This is a 12-month fixed-term contract offering the opportunity to make a meaningful impact while helping businesses optimize workforce management through innovative technology.

• Professional 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.

• Customer Relationship Management: Proven ability to develop trusted relationships with senior executives and operational stakeholders, influence decision-making, and drive long-term customer value.

• Executive Communication: Experience leading strategic workshops, high-stakes customer meetings, and Executive Business Reviews with senior leaders such as COOs, HR Vice Presidents, and Heads of Payroll.

• Technical and Integration Knowledge: Strong understanding of SaaS ecosystems, APIs, webhooks, single sign-on (SSO), and data flows between operational platforms, HR systems, and payroll solutions.

• Customer Success Technology: Hands-on experience with modern CRM and Customer Success platforms such as Salesforce, Vitally, or Gainsight, as well as collaboration and project management tools such as Jira and Slack.

• Problem-Solving Skills: Demonstrated ability to manage complex customer situations, identify root causes, coordinate cross-functional teams, and drive issues toward effective resolution.

• Industry Knowledge: Experience in Workforce Management (WFM), HR technology, payroll, or time-and-attendance software is strongly preferred.

• Commercial Acumen: Ability to identify retention risks, recognize expansion opportunities, support renewal strategies, and understand customer value and revenue retention metrics.

• Analytical Capabilities: Comfortable interpreting customer health scores, platform usage data, satisfaction metrics, and retention indicators to develop actionable success strategies.

• Leadership and Collaboration: Strong mentoring, organizational, communication, and stakeholder management skills, with the ability to work effectively across distributed teams.

• Performance Orientation: Ability to contribute to key performance indicators, including net dollar retention (target benchmark of at least 110%), gross retention (at least 95%), customer satisfaction, stakeholder NPS, product adoption, and qualified expansion pipeline.

• Work Environment: Comfortable working remotely within the United States and traveling approximately 10–15% of the time for executive business reviews, customer workshops, and occasional company events.