[Hiring] Strategic Client Success Manager @DailyPay

Role Description

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.

Qualifications

• 7-10+ years of experience in Customer Success at a fast-moving HCM/SaaS company managing Fortune 500 or national accounts.
• Demonstrable ability to communicate, present to, and influence customer stakeholders at the executive level.
• Solid experience with CRM software (Salesforce or HubSpot), Catalyst, and deep knowledge of HCM, HR, or Payroll software.
• A data-driven mindset with the ability to thrive on analytics to drive insights and internal or client-facing decisions.
• Proven experience working in cross-functional environments and a comfort level with ambiguity and rapidly evolving domains.
• A history of exceeding goals related to retention, customer satisfaction, and upsell/cross-sell initiatives.

Benefits

• 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.