Senior Customer Success Manager

United StatesRemoteFull-timesenior

Customer Success ManagerCustomer

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Requirements Summary

Bachelor's degree or equivalent professional experience. 5+ years of experience in customer success, account management, consulting, or related relationship-focused roles within HCM, Payroll,

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Customer Success ManagerCustomer

As a Senior Customer Success Manager, you will own strategic customer relationships across a portfolio of enterprise accounts within an assigned industry vertical. You will provide high-touch engagement to key accounts, working with executive stakeholders to understand priorities, monitor customer health, and drive measurable outcomes. The role combines relationship management, customer advocacy, industry expertise, retention, and growth strategy. You will translate HCM, Payroll, and Workforce Management capabilities into meaningful business value while bringing relevant industry insights to customer conversations. Working closely with Sales, Renewals, Delivery, and Customer Success leadership, you will identify opportunities and proactively address risks. This remote position offers a high level of ownership and visibility across complex enterprise relationships.

Serve as the primary Customer Success Manager for Tier 1 and Tier 2 accounts within the assigned vertical, providing high-touch engagement for Tier 1 customers and structured engagement for Tier 2 accounts.
Build and maintain comprehensive account plans for every assigned Tier 1 and Tier 2 customer.
Identify and maintain key customer contacts and account information in Salesforce or the applicable CRM.
Establish strong executive relationships, including executive sponsor partnerships and quarterly Executive Business Reviews for Tier 1 accounts and regular QBRs for Tier 2 accounts.
Act as the customer's advocate, representing customer interests while routing commercial negotiations and selling activities to the appropriate Sales or Renewals teams.
Systematically capture customer sentiment through CSAT and NPS surveys following QBRs, as well as twice-yearly relationship NPS assessments.
Identify and escalate customer health risks early, partnering with Customer Success and Delivery leadership on appropriate intervention plans.
Serve as a subject-matter expert on HCM, Payroll, and Workforce Management, translating platform capabilities into customer outcomes.
Maintain strong industry expertise by bringing relevant benchmarks, trends, and peer insights into customer engagements.
Identify expansion and upsell opportunities within existing accounts and collaborate with Sales teams to pursue qualified opportunities.
Develop customer reference and case-study candidates and contribute to the reference and success-story pipeline.
Coordinate effectively between customers, internal Sales leadership, and external account teams to maintain strong relationships and drive account success.
Contribute to retention, customer satisfaction, referenceability, and revenue growth objectives across the assigned portfolio.

Requirements

~1 min read

Bachelor's degree or equivalent professional experience.
5+ years of experience in customer success, account management, consulting, or related relationship-focused roles within HCM, Payroll, Workforce Management technology, or services.
Demonstrated experience managing executive-level relationships, including VP-and-above stakeholders, within enterprise accounts.
Ability to take ownership of customer outcomes without direct commercial or negotiation authority.
Strong customer advocacy, relationship management, communication, presentation, and stakeholder engagement skills.
Deep understanding of HCM, Payroll, and/or Workforce Management solutions and the ability to connect technology capabilities to business outcomes.
Salesforce or comparable CRM experience.
Direct experience with the UKG platform is a plus.
Industry experience in healthcare, manufacturing, industrial operations, public sector, retail, hospitality, services, logistics, or distribution is advantageous.
Experience contributing to customer case studies, success stories, testimonials, or formal reference programs is preferred.
Strong analytical and organizational skills, with the ability to monitor account health, identify risks, manage account plans, and prioritize across multiple enterprise customers.
Ability to collaborate effectively with Sales, Renewals, Delivery, and Customer Success teams in a cross-functional environment.