Senior Customer Success Manager
Employ Humanity
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $83,224 - $104,030 per year
Job Level
Senior
About the role
- Build strong, long-lasting customer relationships with key stakeholders on top accounts and quick rapport and confidence with customers on our growth accounts
- Be responsible for helping customers accelerate and elevate the value they receive from their Employ investment by:
- - understanding customers' use case(s) and goals
- - assessing usage of Employ products
- - diagnosing the gaps between this usage and what it takes to realize business goals
- - prescribing actions customers should take to advance value recognition
- - marshaling internal Employ resources as needed
- - communicating ongoing value realization to customers
- Be a detective by developing and implementing strategies to enhance customer retention and minimize churn both at an account and segment level. Use your findings to help us proactively identify and address potential issues to ensure customer satisfaction
- Be the voice of Employ to our customers and the voice of the customer to Employ — thinking of both individual customers and the needs of customer segments based on purchase and industry
- Dig deep into customer data and usage patterns to identify trends and find opportunities to help our customers improve their overall program. Help develop data-driven insights based on benchmarking, trends and patterns at an individual customer and broader segment level
- In everything you do, be a strong and clear communicator who collaborates well across all other departments and operates by taking accountability and ownership
Requirements
- 4-6 relevant work experience in one or more of the following: HR/recruiting, customer success management, account management or consulting – ideally with recruiting or related applications in a SaaS (Software as a Service) environment
- Proven relationship-building & stakeholder management — builds trust with customers across account sizes (including executive-level engagement).
- Retention-focused track record — demonstrated success meeting or exceeding customer retention/renewal targets.
- Strategic, diagnostic mindset — able to assess customer use cases, identify gaps between usage and business goals, and prescribe outcome-driven actions.
- Data-driven analysis skills — digs into usage and benchmarking data to surface trends, risks, and expansion opportunities.
- Strong communication & influence — presents and influences credibly at all levels (including executive/C-level) with attention to detail.
- Cross-functional collaboration & resource coordination — marshals internal teams to remove blockers and deliver customer value.
- Bias toward action & problem solving — proactive, creative, and accountable (owns issues through to resolution).
- Organizational skills / project management — manages multiple projects and priorities in a dynamic environment.
- Technical aptitude & product expertise hunger — comfortable learning product functionality and becoming a functional expert.
Benefits
- Unlimited PTO: Trust-based time off so you can recharge and bring your best self to work.
- Comprehensive benefits: Medical, dental, and vision coverage to support you and your family’s health and well-being.
- Learning & development programs: Access to training, mentorship, and development resources to grow your skills — from HR operations to total rewards strategy.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data-driven analysiscustomer retentionstakeholder managementaccount managementcustomer success managementstrategic mindsetdiagnostic skillsproject managementSaaS
Soft skills
relationship buildingcommunicationinfluencecross-functional collaborationproblem solvingorganizational skillsaccountabilitycreativityattention to detail