Payscale

Senior Customer Success Manager

Payscale

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $97,200 - $145,800 per year

Job Level

Senior

About the role

  • Drive strategic and value-based client relationships based on critical messaging across multiple organizational levels, including key decision makers with our largest customers
  • Proactively monitor the health score of clients and engage at key lifecycle points
  • Conduct strategic account planning that includes quarterly business reviews and success plans
  • Act as the 'voice of the customer' in internal meetings with our Product, Services, Marketing, or Senior Leadership teams on how we can maximize value and resolve concerns with a sense of urgency
  • Maintain a deep understanding of PayScale product/data offerings and position the most relevant features/functionality for clients' specific goals
  • Utilize technology such as Gainsight, Salesforce, Gong, and other applications to document and support client lifecycle
  • Collaborate productively with Account Managers to ensure the successful retention of customers and identification of expansion opportunities
  • Serve as a mentor, subject matter expert, and training resource for other members of the Customer Success team

Requirements

  • 4+ years of experience as a Customer Success Manager in SaaS
  • Previous experience working in HR tech or SaaS is highly preferred
  • Experience utilizing tools such as Gainsight and Salesforce
  • Customer Education: Ability to drive customer training with the goal of them being better users and drive product adoption
  • Account Management: Ability to strategically manage your time across your book of business
  • Industry Knowledge: Ideally, a deep understanding of the HR user persona, driving verifiable outcomes based on customers' utilization of the product.
  • Business Acumen: Demonstrates strong business acumen regarding customer overall business objectives and health to assess customer health metrics, identify retention risks, and implement strategic plans to enhance customer engagement and success
  • Resourceful: Ability to evaluate decisions, problem solve, manage risk, and foresee a company’s growth plan with ease.
Benefits
  • Flexible paid time off, giving you the opportunity to rest, relax and recharge away from work
  • 14 Paid Company Holidays, includes 2 floating holidays (you choose!)
  • A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale
  • Unlimited infertility coverage benefits through our medical plans
  • Additional supplemental health benefits offered to you and your family
  • 401(k) retirement program with a fully vested immediate company match
  • 16 weeks of paid parental leave for birthing and non-birthing parents
  • Health Savings Account (HSA) options and company contributions each pay period
  • Flexible Spending Account (FSA) options for pre-tax employee allocations
  • Annual remote work stipend to be used on wellness or home office equipment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Success ManagementAccount ManagementCustomer EducationStrategic Account PlanningHealth Score MonitoringProduct AdoptionBusiness AcumenProblem SolvingRisk ManagementData Analysis
Soft Skills
Interpersonal CommunicationMentoringCollaborationStrategic ThinkingResourcefulnessUrgencyCustomer AdvocacyTrainingTime ManagementDecision Making