Customer Success Manager

• Lead, develop, and inspire a team of 6 Mid-Market Customer Success Managers (with potential for expansion and future team leads).
• Establish team operating rhythms for account health reviews, escalations, and customer engagements.
• Foster a culture of proactive ownership, structured documentation, and collaborative problem-solving.
• Provide regular coaching and development toward CSM IC3–IC5 career levels.
• Drive retention, CSAT, and NPS outcomes across the mid-market portfolio.
• Partner with CSMs to identify expansion opportunities through GPV, usage, and product adoption trends.
• Standardize quarterly business reviews (QBRs) and customer engagement cadences that tie feature enablement to customer goals.
• Serve as the management quarterback for complex client escalations: assigning clear owners, setting timelines, and ensuring alignment across PayOps, Labor Relations, Product, and Implementation.
• Enforce operational rigor across pre-payroll audits, readiness checks, case triage, SLA compliance, and documentation hygiene.
• Surface systemic patterns in escalations and partner cross-functionally to drive resolution at root cause.
• Partner with FTV Implementation on seamless client handoffs and post-onboarding success readiness.
• Collaborate with PayOps, Labor Relations, Benefits, RevOps, and Product to resolve issues, influence roadmap priorities, and enhance the client experience.
• Contribute to Wrapbook’s Voice of Customer program, translating client insights into structured, prioritized feedback.
• Standardize CSM playbooks, engagement decks, dashboards, and blockers tracking tools.
• Contribute to internal enablement by developing job aids, FAQs, and SOPs.
• Maintain clean, consistent data across systems.
• Partner with departmental and executive leadership to scale operating systems and performance visibility as the team grows.

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