Sendoso

Customer Success Manager

• Own the entire customer lifecycle for a dedicated book of business, from post-sales onboarding through renewal.
• Develop and execute detailed Customer Success Plans focused on business outcomes.
• Prepare and lead quarterly or semi-annual EBRs with customer leadership to review strategic goals, demonstrate realized value and ROI, and present recommendations for maximizing future success.
• Proactively monitor customer health and adoption metrics.
• Lead all commercial conversations, including managing the entire renewal process (forecasting, negotiation, and closing) to secure long-term contracts.
• Work closely with the Sales/Account Management team to identify, qualify, and build business cases for expansion opportunities (upsell/cross-sell) within your portfolio, driving increased Annual Recurring Revenue (ARR).
• Maintain deep expertise in our platform and its use cases.
• Capture and synthesize critical customer feedback to influence internal product direction and champion successful customers for case studies and referrals.

• Provide industry and platform expertise to help customers derive valuable insights from our product
• Advise customers on best practices in order to drive maximum value and ROI from the platform
• Partner with Account Managers to build growth strategies for your book of business and work with them to secure successful renewals and expansions
• Empower customers to connect their goals and challenges with Sendoso’s offerings
• Build trusted relationships with key stakeholders within customer organizations to drive adoption, ensure renewals, and create new revenue opportunities
• Develop customized success plans that both accelerate adoption and provide the customer with a path to achieve their desired outcomes with Sendoso
• Take ownership of new accounts and manage their onboarding in conjunction with the Onboarding Team
• Leverage data to develop communication strategies driving the greatest impact at scale
• Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product
• Project manage the customer journey using internal and external resources as needed
• Run a high-touch process with customers to ensure that they're realizing the full potential of Sendoso’s platform
• Build, own, and execute client success and engagement plans
• Leverage Customer Success technology tools (PlanHat, Salesforce, Tableau, etc.) to understand customer health and run plays to mitigate risk and churn.

Customer Success Associate

Payroll

• Assist with the bi-weekly processing of company payroll, ensuring accuracy in hours worked, deductions, and tax withholdings.
• Review and verify timesheet submissions, following up with employees and managers to resolve discrepancies.
• Data entry for new hires, terminations, salary adjustments, and direct deposit updates within the HRIS/payroll system.
• Help administer day-to-day employee benefits programs, including medical, dental, vision, 401(k), and life insurance.
• Assist with the onboarding of new hires into benefits systems and support the coordination of the annual Open Enrollment period.
• Respond to day-to-day employee inquiries regarding benefits coverage, claims, and system navigation with a customer-service mindset.
• Support the administration of various leave programs (FMLA, short-term/long-term disability, parental leave, and PTO tracking).
• Maintain accurate, confidential employee records and ensure data integrity within our HRIS in compliance with local, state, and federal regulations.
• Assist with routine compliance tasks, audits, and reporting as directed by the Senior Manager.

Customer Success Manager

Customer Success Associate

Payroll & Benefits Coordinator