Strategic Client Success Manager

About Us

The company is the leader in On-Demand Pay, helping employers modernize how people get their pay. The company serves more than 1,900 employers and over 6 million employees, including many of the world's most recognized brands. By providing real-time access to earned pay and financial wellness tools, the company helps employees manage their finances and helps employers attract and retain talent. The company is helping define the future of pay, where money moves at the speed of work. Learn more at the company's Press Center. [link for members]

THE ROLE

As a Strategic Accounts, Customer Success Manager, you are responsible for serving our customers, driving growth through value delivery, and anticipating and mitigating risks. You will define robust strategic account plans while closely tracking tactical execution, assisting in the creation of communication and launch strategies for large enterprise accounts. Your goal is to ensure appropriate growth metrics are exceeded and customer satisfaction remains at its highest. By developing strong relationships, you will become the Trusted Advisor to our Strategic Customers, identifying new business opportunities and areas for improvement among existing accounts.

HOW YOU WILL MAKE AN IMPACT

• End-to-End Account Management: Lead the customer lifecycle from kickoff and launch through ongoing success as the primary point of contact

• Value-Based Dialogue: Drive conversations that define joint success metrics and effectively communicate value realization to partners

• Strategic Relationship Building: Develop broad and deep relationships across operational and leadership groups, including HR, Payroll, IT, Finance, and executive sponsors

• Cross-Functional Collaboration: Partner with Growth, Marketing, Product, and Operations teams to drive maximum adoption and ensure customer satisfaction

• Escalation Leadership: Act as the lead orchestrator during customer escalation situations, ensuring responsiveness and speedy resolution

• Growth & Retention: Identify opportunities to upsell and cross-sell new products while proactively identifying risks to minimize churn

• Data-Driven Insights: Analyze reports and trends to gain insights that drive strategic actions and improvements at the customer level

• Voice of the Customer: Gather customer feedback and work closely with the Product team to enhance our offerings and support internal teams

WHAT YOU BRING TO THE TEAM

• Extensive Success Background: 7-10+ years of experience in Customer Success at a fast-moving HCM/SaaS company managing Fortune 500 or national accounts

• C-Suite Influence: Demonstrable ability to communicate, present to, and influence customer stakeholders at the executive level

• Technical & Domain Expertise: Solid experience with CRM software (Salesforce or HubSpot), Catalyst, and deep knowledge of HCM, HR, or Payroll software

• Analytical Proficiency: A data-driven mindset with the ability to thrive on analytics to drive insights and internal or client-facing decisions

• Collaborative Agility: Proven experience working in cross-functional environments and a comfort level with ambiguity and rapidly evolving domains

• Results-Oriented Track Record: A history of exceeding goals related to retention, customer satisfaction, and upsell/cross-sell initiatives

WHAT WE OFFER

• Exceptional health, vision, and dental care

• Opportunity for equity ownership

• Life and AD&D, short- and long-term disability

• Employee Assistance Program

• Employee Resource Groups

• Fun company outings and events

• Unlimited PTO

• 401K with company match

High-performing cultures aren't built in silos, they thrive on partnership. At the company, we Commit Together to an inclusive, professional environment where multifaceted perspectives are our greatest competitive advantage. We recognize that our team members don’t live “single-issue lives,” and we lean into the wide-ranging backgrounds and life stages that sharpen our collective decision-making.

In our high-trust environment, we empower you to Challenge Norms. We’ve created a space where it is safe to ask difficult questions, disrupt the status quo, and share bold perspectives without fear of professional fallout. We believe that by checking our own assumptions and staying curious about the experiences of others, we arrive at better, more innovative results.

We provide the space for you to do your best work through peer advocacy and transparent career development. If you are looking for a culture that values intellectual honesty, celebrates the unique lived experiences of its people, and thrives on collective success, you’ll find it here.

If you require reasonable accommodation for any aspect of the recruitment process, please send a request to [link for members] All requests for accommodation will be addressed as confidentially as practicable.

The company is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.